CARFAX, the leading vehicle history report service in North America, has transformed from a fax-based information system to a digital-first organization.
From CARFAX’s initial forays into mobile with VIN-scanning applications to their myCARFAX auto maintenance and Used Car Listings apps, 3Pillar Global has been riding shotgun as the product development partner that innovates digital solutions for their users. Our work together has fostered a deep understanding of CARFAX customers, which informs their entire new product development process.
Over our nine-year partnership, CARFAX has brought six digital products to market, aggregating and disseminating 17B+ records from 96K+ data sources to bring auto dealers and buyers vehicle history information when and where they need it most—on the car lot.
With CarFax for Dealers, CARFAX tapped into a new B2B market. From paper to digital and from B2C to B2B, CARFAX was ready to expand from the private sector to the public sector. The challenge: police officers were recording accident information manually with paper forms or with outdated electronic systems.
To ensure adoption of the digital product, 3Pillar conducted user research with eight officers. We interviewed them to understand and optimize their process while allowing for flexibility and multitasking. After surfacing patterns, priorities, and pain points, we presented low-fidelity sketches and high-fidelity digital wireframes for feedback and testing. We then iterated on a more efficient, reliable way to collect accident information from anywhere and to accommodate different needs and workflows by state.
Taking advantage of smartphone connectivity and scanning capability, CARFAX for Police enables officers to capture data and file it with the state reporting authority at the scene of the accident. Better onsite reporting from law enforcement means better core data and better data monetization.