Case Study: Kiva increases lending conversion and funds 7,000 borrowers with UserTesting

Kiva boosts conversion 7.5% with UserTesting

Kiva, an international non-profit, faced a challenge with its online lending platform where over 50% of visitors enjoyed selecting a borrower but less than 30% enjoyed the process of finding one. To improve the experience and make it easier for visitors to find appealing loans, Kiva partnered with UserTesting and leveraged its platform to gain human insight.

Using the UserTesting platform, Kiva tested design mockups to understand user behavior. Key insights revealed that showing more borrowers on a single page reduced decision fatigue and that a "Borrowers we think you’ll like" section was effective. These changes led to a 7.5% increase in website conversion, $600K in new money entering the ecosystem, and loans for 7,000 new borrowers.

Kiva