Case Study: Kiva improves loan discovery and donor re-lending with UserTesting

How changes to Kiva’s online lending platform helped fund 7,000 new borrowers

Kiva needed to make it easier for new visitors to choose loans and for returning donors to re-lend money on its website. Working with UserTesting, Kiva used the UserTesting platform to study how potential lenders behaved and perceived design ideas for a revamped lending experience.

UserTesting helped Kiva validate design concepts through heat maps and user feedback, revealing that more visible borrower options improved the search experience, that a “Borrowers we think you’ll like” section resonated well, and that nearly funded loans were especially compelling. These insights led Kiva to launch a redesigned website with major improvements to how loan options are presented, making lending simpler and more effective.

Kiva

Meg Gloudemans

Senior User Researcher