Case Study
ITP Accounting Professionals
Turning complexity into confidence.
When one of Australia’s largest accounting networks set out to modernise its digital presence, the challenge wasn’t simply creating a better-looking website.
It was helping hundreds of thousands of Australians quickly find the right office, complete their tax return online, and confidently take the next step.
Behind the scenes, the business also needed a digital platform capable of supporting franchise growth, attracting new talent, and reflecting its refreshed national brand.
Our job wasn’t to add more.
It was to remove friction.
It was helping hundreds of thousands of Australians quickly find the right office, complete their tax return online, and confidently take the next step.
Behind the scenes, the business also needed a digital platform capable of supporting franchise growth, attracting new talent, and reflecting its refreshed national brand.
Our job wasn’t to add more.
It was to remove friction.
The Challenge
With more than 200 offices across Australia, ITP had built an exceptional reputation for helping Australians with their tax and accounting needs. But their website no longer reflected the quality or scale of the organisation.
Customers found it difficult to locate their nearest office.
Online tax return submissions needed to increase.
Business enquiries, franchise opportunities and recruitment all relied on users navigating multiple pathways with ease.
Every unnecessary click, every moment of uncertainty, was another opportunity for a potential customer to leave.
The opportunity wasn’t simply to redesign a website.
It was to create a digital experience that made every interaction feel simple, intuitive and effortless.
Customers found it difficult to locate their nearest office.
Online tax return submissions needed to increase.
Business enquiries, franchise opportunities and recruitment all relied on users navigating multiple pathways with ease.
Every unnecessary click, every moment of uncertainty, was another opportunity for a potential customer to leave.
The opportunity wasn’t simply to redesign a website.
It was to create a digital experience that made every interaction feel simple, intuitive and effortless.
Our Approach
Rather than redesigning pages, we redesigned the experience.
Every decision was guided by one question:
“How do we make this easier for the customer?”
To achieve this, we:
When customers don’t have to think about how to use your website, they’re free to focus on what they came there to do.
Every decision was guided by one question:
“How do we make this easier for the customer?”
To achieve this, we:
- Designed a powerful postcode and suburb search, allowing visitors to instantly find their nearest ITP office.
- Simplified the online tax return journey to reduce unnecessary steps and improve conversions.
- Created dedicated pathways for business enquiries, franchise opportunities and career applications.
- Rolled out ITP’s refreshed national branding across the website.
- Built every page with SEO best practices from day one, providing the foundation for long-term organic growth through an ongoing SEO strategy.
When customers don’t have to think about how to use your website, they’re free to focus on what they came there to do.
The Outcome
The results extended well beyond a new website.
By removing friction and creating a clearer customer journey, ITP delivered a digital experience that worked just as hard as the people behind the business.
The project delivered:
But one result stood out above the rest.
By removing friction and creating a clearer customer journey, ITP delivered a digital experience that worked just as hard as the people behind the business.
The project delivered:
- 400% increase in completed online tax return submissions
- A significantly improved customer journey that made finding local offices fast and intuitive.
- Increased business and franchise enquiries through clearer conversion pathways.
- A dedicated careers experience that supported recruitment across the national network.
- Continued year-on-year growth through ongoing SEO and website optimisation.
But one result stood out above the rest.
Recognition Beyond the Numbers
While the increase in online tax return submissions demonstrated the commercial success of the project, another achievement reinforced something we believe wholeheartedly:
Great customer experiences create great business outcomes.
Following the transformation of its digital experience, ITP was recognised with a Canstar Most Satisfied Customers Award, with customers highlighting that the website was easy to navigate and information was easy to find.
For us, that’s one of the greatest compliments a website can receive.
Because the best digital experiences don’t draw attention to themselves, they simply help people achieve what they came to do.
Great customer experiences create great business outcomes.
Following the transformation of its digital experience, ITP was recognised with a Canstar Most Satisfied Customers Award, with customers highlighting that the website was easy to navigate and information was easy to find.
For us, that’s one of the greatest compliments a website can receive.
Because the best digital experiences don’t draw attention to themselves, they simply help people achieve what they came to do.
“
From start to finish, our experience with Launch Digital was nothing short of exceptional.
We contacted Launch Digital based on a strong recommendation from a partner, as well as their reputation for building innovative, functional and impressive websites.
We needed help with redesigning and developing our website, with a clear focus on user experience and increasing online form submissions.
From start to finish, our experience with Launch Digital was nothing short of exceptional.
The team was actively engaged and developed a world-class website in a timely manner. The continued customer support in servicing the website has been outstanding.
We needed help with redesigning and developing our website, with a clear focus on user experience and increasing online form submissions.
From start to finish, our experience with Launch Digital was nothing short of exceptional.
The team was actively engaged and developed a world-class website in a timely manner. The continued customer support in servicing the website has been outstanding.
Mark D
Marketing Manager
ITP Accounting Professionals
Marketing Manager
ITP Accounting Professionals
The Bigger Lesson
Beautiful websites don’t grow businesses.
Clear systems do.
When you remove friction, simplify decisions and design around the way real people behave, growth becomes the natural outcome.
For ITP, that meant more enquiries, more online tax return submissions, happier customers, and national recognition for the experience they delivered.
That’s what happens when digital strategy goes beyond design and focuses on creating clarity.
Because every click should move your customer forward, not slow them down.
Clear systems do.
When you remove friction, simplify decisions and design around the way real people behave, growth becomes the natural outcome.
For ITP, that meant more enquiries, more online tax return submissions, happier customers, and national recognition for the experience they delivered.
That’s what happens when digital strategy goes beyond design and focuses on creating clarity.
Because every click should move your customer forward, not slow them down.
Ready to make the next step easier for your customers?
Let’s talk about a website experience that helps people find the right information and take action.
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