Motorpoint + UserTesting

The evolution of Motorpoint’s car buying experience was as much a data transformation as a digital one. Since working with UserTesting, Motorpoint has implemented a new test-and-learn approach that has provided rapid user insights and guided its digital development, enabling the retailer to innovate and understand exactly how their customers use their product. 

One surprising insight came when Motorpoint was planning to redevelop its vehicle valuation tool, a legacy tool the retailer had used for a number of years. However, user feedback showed customers were happy with it, and redevelopment was unnecessary, saving the team time and money that could be better spent elsewhere.

By testing regularly and embedding customer insights throughout the development process, Motorpoint established new processes rooted in data, allowing the retailer to confidently tweak its digital experience and avoid dedicating time to projects that wouldn’t generate a significant impact or require significant rework costs.

By gathering valuable insights through UserTesting, Motorpoint’s digital transformation has seen website leads increase by 18% and bounce rates drop by 10% on average. 

Having recently brought the design team in-house Motorpoint wished to create its own streams of user feedback and use insights to improve its functions and features efficiently. Today, this is now possible. By using UserTesting’s platform and gaining new consumer insights on a regular basis, Motorpoint’s team has developed greater confidence in their decisions and can move with the speed required to meet their customers' expectations.

For the Motorpoint team, the benefits of gaining new and timely customer insights stretch beyond developing new products. Improvements have also provided a clear and trackable ROI that helps the team show senior leaders the beneficial impact of their investment and the continuing optimization of Motorpoint's digital experience.