Research showed that people, particularly women, experience enormous anxiety when walking into a used car dealership. Together with the Carzoos team, we co-created a customer experience that removes every possible pain point customers feel when buying and selling a used car.
In essence, Carzoos is a philosophy and mandate of removing the anxiety from buying and selling used cars. The Village created a concept that simply told staff and customers:
Carzoos is a philosophy of removing the fear from every stage of the customer journey.
‘Buy Fearless, Sell Fearless’ was the test was used by the whole team in creating an entirely different used car experience. We unpacked the process, identified the pain points and asked, “what would make this step more fearless?”
In the new Carzoos world, benefits include a 7-day ‘no questions asked’ money-back guarantee—if you don’t love your car, you can just give it back. You get an already discounted no-haggle price, a 175,000 km warranty and 12-months free comprehensive motor vehicle insurance.
Today, Fearless is delivered via retail stores and online. Tomorrow, Fearless could take an entirely different form.
Gone is the traditional used car lot; in its place is a technology-led customer experience that is more Silicon Valley than anything seen before. The sophisticated Carzoos website is simple to use and incredibly transparent. Century-old dealerships have been replaced by innovative retail stores. Powered by iPads, two Carzoos retail stores are open in Westfield shopping centres in Brisbane, with more to come.
The Carzoos website is deliberately transparent and presents no-haggle prices. Carzoos eliminates the haggle as well as the fear.
Pushy used car salesmen have been given the flick and replaced with Carzoos ‘Buddies’; customer advocates whose role is to help their ‘guests’ through the process. Buddies are remunerated on guest satisfaction, as opposed to the typical used car industry remuneration of commission on sales.
The Carzoos iPad app guides customers and staff through the fearless process of buying and selling a used car. The entire retail operation is powered by iPads.
Carzoos is more than innovative retail stores and more than a seamless online experience–these are just current iterations. Tomorrow fearless could look entirely different. What is important is that Carzoos will always deliver an entirely new way to buy and sell used cars that leaves customers fearless.
Fearless books and packaging.
It’s only getting started. Carzoos will keep unpacking the whole car buying and selling process, because Carzoos believes everyone has the right to buy fearless and sell fearless.
Unpacking the entire car buying and selling experience.
AP Eagers CEO Martin Ward said he expected a record profit before tax this calendar year of up to $140 million and that Carzoos was an important driver in the forecast.
Our role in Carzoos: market research, strategy, branding, website UX and design, film production, iPad app UX and design, and marketing communication.
International Business Awards 2017, Most Innovative Company of the Year (Global) - Up to 100 Employees - Winner, Gold
CXO Awards 2017, Innovation & Tech Excellence Award - Winner