Problem Solving for a Field Partner Pain Point

Kiva Field Partner Bai Tushum's branch office in Kyrgyzstan

One of the happiest moments for Kiva lenders is when they receive a repayment to their account. But there's a lot of behind-the-scenes work that goes into reporting those repayments, and at times it can even be a frustrating, time-consuming process for our partners in the field.

So to help, Kiva talked to partners about their needs and surveyed a group to find out where the process was confusing. Out of those conversations came a set of important improvements to the reporting systems that help our partners operate more efficiently.

So what exactly changed?

We created a cleaner, simpler interface for our Field Partners to report repayments. It better highlights common mistakes partners make when inputting data, and makes the process more efficient.

Getting down to the nitty gritty, we trimmed down the information on each page so that the main actions are more obvious. We also highlighted the key information (the number of loans they need to report on, the amount of repayments to be invoiced) and moved a lot of the help text into pop-ups so it’s hidden unless the partner needs it.

What’s really exciting is that we’ve made it easier for partners to understand what the warnings and errors about their data mean for them in the future and how they can fix mistakes in repayment reporting early in the process, before finalizing their report.

To make sure our changes were going to work well with partners, we tested the new system with a small group of partners and gathered a lot of feedback from them before rolling it out to all partners this month.

We’re excited to have these improvements in place and share a glimpse into the behind-the-scenes work we do with partners. These improvements shouldn’t have an impact on when you receive your repayments: you’ll likely see the bulk of payments on the 17th of each month, with a few rolling in between the 17th and the end of each month, when they’re due.


About the author

Talea Miller

Talea is excited to combine her love for powerful storytelling and her digital strategy experience. She comes to Kiva from the Kaiser Family Foundation, where she managed digital strategy for the foundation's consumer-focused PSA campaigns. Prior to that she was a reporter and producer at the PBS NewsHour for five years. At the NewsHour she had the opportunity to travel extensively in the developing world as part of the program's global health unit, covering a wide range of stories including the aftermath of the Haiti earthquake, doctor shortages in Tanzania and the mistreatment of the mentally ill in Indonesia. In addition to being a news junkie, Talea enjoys photography, hiking and attempting to paint. She graduated from Northwestern University with a B.S. in Journalism and is originally from Maryland. So she also knows a lot about horses.