Case Study: Klarna achieves faster, data-driven UX research with Lyssna

How a lead UX researcher at Klarna leverages Lyssna for rapid user insights

Klarna, a global fintech company operating across 22 countries, needed a more flexible and user-friendly research solution for its international UX team. The team had been using Decipher for longer surveys and Iterate for in-app surveys, but both tools were too limited for the mix of medium-length surveys, preference tests, A/B testing, and terminology validation they needed to run efficiently. Klarna chose Lyssna to support its research workflow.

With Lyssna, Klarna’s research team could quickly create short to mid-length surveys, run preference tests, and recruit participants from a panel with fast turnaround, especially from the US. Lyssna helped Klarna gather same-day or next-day responses, enabling quicker stakeholder decisions and informing changes such as standardizing payment terminology and refining which USPs to show at merchant checkouts.

Klarna

Sonal Malhotra

UX Research Lead