Helping 1M+ buyers, restricted from direct bidding, find the right broker — without the friction.
Context
Copart hosts thousands of vehicle auctions daily. Some buyers can’t bid directly. Brokers place bids on their behalf.
Many buyers arrive at Copart expecting to bid immediately. But some users, particularly international buyers or individuals without a business license, must use licensed brokers to participate.
Problem
The broker microsite, the only touchpoint where these buyers could find a broker, created friction at a critical moment in their journey.
01
Hard to understand the value of brokers
The experience didn’t explain why brokers existed or when they were needed. Buyers had no context before making a decision.
02
Comparison was nearly impossible
Key details like services, locations, and fees were buried inside individual broker pages rather than surfaced upfront.
03
Decision friction slowed users down
Broker cards contained competing CTAs and unclear next steps, creating unnecessary friction at the point of decision.
The real challenge
The issue wasn’t simply visual design.
Buyers needed context before they could make a decision. Without understanding how brokers fit into the auction process, the page felt confusing rather than helpful.
Stay tuned
The full case study goes live in May 2026, once the product launches in April.
Work in progress_
Reflections
“The brief was rooted in intuition. I made it my job to back it up with data.”
The brief was intuition-based, a sense that the experience could be better. I set up FullStory to validate that instinct with behavioral data, and spoke with customer success to surface real friction points.
The catch: these users aren’t Copart’s customers. They come through brokers. That meant limited visibility, and designing honestly around what we couldn’t know.