CarMax + UserTesting

How CarMax leverages UserTesting to run tests that enable them to empathize with their customers, innovate their products, and enhance the buyer journey.

Industry: Automotive Company Size: Enterprise Role: Designer Customer Type: B2C

About CarMax

CarMax is America's largest used-car retailer and a Fortune 500 company with more than 195 stores across the US and with over 8 million cars sold.

CarMax Achieved

Able to gather customer feedback more quickly and frequently

Improved understanding of the customer experience

Increase in product enhancements that maximize revenue and improve conversions

Challenge

CarMax wanted to improve their products and enhance the customer experience in innovative ways to stay ahead of the competition, but their team lacked access to valuable customer insights.

Solution

UserTesting enabled CarMax to test how their users responded to aspects of their website, prototypes, landing pages, mobile apps, and even TV commercials. Being able to leverage UserTesting instead of gathering feedback through in-person tests helped the company gather feedback more quickly and frequently while reducing costs and saving time.

Results

CarMax’s product team is able to watch videos of these tests and use the insights they gather to create empathy maps and determine which product features and improvements to prioritize. The insights gathered also allow the team to quickly evaluate, validate, and iterate on product ideas that will impact revenue and conversions.