CarMax Leverages Lean UX to Redesign its Shopping Experience with Axure
Company Size
1,000+
Region
- America
Country
- United States
Product
- Axure RP
Tech Stack
- Rapid Prototyping
- Wireframing
- Mockups
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Digital Expertise
- Productivity Improvements
Technology Category
- Analytics & Modeling - Predictive Analytics
- Application Infrastructure & Middleware - Data Visualization
- Functional Applications - Remote Monitoring & Control Systems
Applicable Industries
- Automotive
- Retail
Applicable Functions
- Business Operation
- Sales & Marketing
Use Cases
- Fleet Management
- Predictive Maintenance
Services
- Software Design & Engineering Services
- System Integration
- Training
About The Customer
CarMax disrupted the automotive retail industry more than 20 years ago by turning a universally dreaded life event— buying a used car—into one that’s straightforward and simple. Today, more than 16 million people visit CarMax.com each month to browse thousands of vehicles in its inventory, schedule test drives, secure financing, and more. For the twelfth consecutive year, CarMax ranked in Fortune Magazine’s 100 Best Companies to Work For in 2016.
The Challenge
Lean UX methods, although agile and flexible, can run counter to organizational principles needed to operate large organizations. For example, Lean UX relies on rapid learning through experimentation, but CarMax’s success partly depends on precise implementation of procedures to ensure a uniformly high-quality customer service experience across its 155 stores. CarMax needed to introduce Lean UX in a way that would not conflict with its existing culture, while still taking full advantage of the speed and adaptability of working lean.
The Solution
CarMax reorganized its digital group to operate more like a lean startup. In 2014, it created an Interaction Design Team to collaborate with the company’s other departments, including Marketing, Legal, Human Resources and Sales. The team leveraged Axure RP in two ways: Develop rapid prototypes to quickly test and validate new designs with users, and create wireframes, mockups and prototypes used to communicate design concepts with other departments and inform the company as a whole during monthly “Open Houses” when the team shared its progress and findings.
Operational Impact
Quantitative Benefit
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