Case Study: PSA & Collectors achieves higher customer satisfaction and task success with UserTesting

How PSA crafted their Grade Reveal experience and Collectors developed functionality for the Goldin Auctions website

PSA & Collectors used UserTesting to improve several digital experiences, including Goldin Auctions, the Online Submission Center, and the PSA Grade Reveal feature. The company’s challenge was to move beyond reacting to negative feedback after launch and instead gather real collector insights earlier to reduce friction, improve usability, and protect revenue.

With UserTesting, PSA & Collectors tested prototypes and iterated on layout, messaging, and functionality until the experiences matched user needs. The results were strong: customer satisfaction for Goldin rose 23%, task success for the Online Submission Center increased from 85% to 100% while user satisfaction improved from 4.12 to 4.62 out of 5, and app downloads jumped 237% the day after PSA launched Grade Reveal.

PSA & Collectors

Dan Van Tran

Chief Technology Officer