Automotive

CarMax + UserTesting

Witness how CarMax empathizes with customers to enhance the buyer journey

Chip Trout, Senior Manager, Product Design

What I love about UserTesting is that we can launch a test and minutes later we’re getting valuable customer feedback.

Chip Trout

Senior Manager, Product Design, CarMax

  • Faster customer feedback
  • Icon illustration representing the customer journey or product roadmap
    Deeper understanding of CX gaps
  • Increased conversions and revenue

CarMax revolutionized the car-buying experience when it was founded in 1993. While they were a successful company with an extremely popular online presence, they knew they couldn’t become complacent. The online world was changing and with it the shopping trends of online consumers.

That’s when the organization doubled down on its digital product development efforts. They began incorporating lean/agile practices. They sought ways to improve the ...

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