PSI Services is a global leader in workforce solutions with over 70 years of experience delivering successful testing programs to help people achieve success in their academic, personal, and professional lives. When the organization approached Stellar in the Fall of 2019, they had ambitious goals. At the top of the list was the desire to redesign their suite of 3 interconnected digital products with an eye towards creating a significant boost in operational efficiency.
The Stellar UX, creative and technology teams quickly dug into the challenge and began a complete redesign of PSI’s digital properties. Particular attention was focused on creating a robust set of customer self-help tools that would enable PSI’s customers to quickly and easily handle almost any challenge they encountered. This, in turn, led to a significant reduction in call volume to PSI customer service representatives and a profound increase in operational efficiency that allowed PSI to do more with less.
This enterprise-level engagement involved over 50 stakeholders at PSI and involved a fundamental redesign of the company’s digital product suite from the ground up, over the course of 22 months. It kicked off in March of 2020, a week before the first stay-at-home order was mandated and provides a great example of how to make COVID-era remote projects run successfully as all of this work was accomplished using remote collaboration tools and techniques.
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