Case Study: PSA & Collectors boosts app downloads and customer satisfaction with UserTesting

PSA & Collectors boosts app downloads 237% with UserTesting

Collectors, a leading collectibles authentication and grading company, worked with UserTesting to overcome challenges in scaling their digital experiences. Their division PSA, which processes thousands of orders daily, needed its customer interfaces to match its operational excellence and protect its market leadership. Previously, they would release designs and only fix them after receiving negative feedback, which risked revenue and customer satisfaction.

By implementing the UserTesting platform, the company's research and design teams gathered direct human insight to refine key projects. This led to a 23% increase in satisfaction on the Goldin Auctions site, a 100% task success rate for PSA's Online Submission Center, and a 237% rise in app downloads after launching the optimized Grade Reveal feature. UserTesting enabled a shift to proactive, iterative testing that centered their practices around customer feedback.

PSA & Collectors