Simplifying How Customers Sell Their Cars Online for the Nation’s Largest Automotive Retailer
Selling a car can feel overwhelming—what’s my car worth? What documents do I need? How do I get started? CarMax wanted their online experience to make the process simple, trustworthy, and hassle-free for every customer. As the lead designer for the offer experience, I took ownership of crafting a user journey that was clear, intuitive, and focused on building confidence.
Discovery
CarMax needs experiences to meet customers where they were—whether they were exploring options or ready to sell. I conduct user interviews and craft journey maps to understand their frustrations and questions. I even find what would delight them along the way to completing their journey.
Design
My design were focused on intuitive layouts to make it easy for customers to understand their car’s value, compare it to competitors, and take the next steps. Key features included clear tax savings information, trust-building elements like why the offer is high or low, and easy access to options like scheduling an appointment or car pickup. Every detail is focused on simplifying the decision-making process.
Develop
I collaborated with developers to bring the design to life while ensuring it aligned with CarMax’s broader platform. The page was optimized for performance and usability, with responsive design that worked seamlessly across devices.
Learnings and review
- Streamlined the Offer Experience to make it more intuitive, reducing friction and increasing the number of users completing their car sale online.
- Improved user trust and confidence by adding clear steps, tax-saving benefits, and transparent document requirements.
- Enabled seamless cross-platform usability, ensuring the experience worked flawlessly on mobile, tablet, and desktop devices.
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I didn’t expect selling my car online to be this easy—the site made it simple to understand the offer and take the next step without any stress.
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Hi there!
Gibson Hall
Hi, I’m Gibson Hall — a creative strategist, web designer, and digital marketer based in Austin, TX. From boutiques and scale-ups to Fortune 500’s, I’ve helped over 50 organizations reach more customers online.