Lendo
2022
- User Research
- User Testing
Lendo is a loan marketplace that enables lenders to acquire high customer numbers and helps people choose the right loan for their needs.
Owned by the Norwegian company Schibsted, the service operates in 7 European countries and has more than 500,000 visits per month.
The team responsible for the launch of Lendo in Italy asked us to conduct User Research and User Testing activities useful to optimise the Italian version of the service.
We organised the work process into three steps:
- An in-depth Stakeholder Interview with the Lendo team to understand the industry, the service, and their expectations of our collaboration.
- An initial cycle of User Interview, in which we conducted generative interviews with selected users in the Italian territory aimed at reconstructing their Customer Journey in the loan search process, so as to bring out the most significant UX issues.
- User Testing on a prototype of Lendo’s Italian website and on the sites of the main competitors, to capture user reactions and help our client identify key opportunities for improvement and differentiation from competitors.
Stakeholder Interview
We kicked off the project with an introduction to the company’s business and goals by Lendo’s Italian team, who shared with us User Research experiences from teams in other European countries where the service is already active.
This phase ended by aligning on the operational methods and the main objective of the User Research work: to acquire useful information to optimise Lendo’s User Experience for the Italian market.
User Interview
During the first round of interviews, we worked to reconstruct the Customer Journey of Italian users looking for a loan online. The goal was to identify the main UX problems and how Lendo could solve them by positioning itself alongside the most widely used services.
The team at Lendo participated in some interviews live; this helped our client gain sensitivity to the experience of the interviewees and helped improve understanding of the insights developed at the end of this survey phase.
User Testing
Key insights that emerged from the User Interview activity helped the Lendo team build a prototype of the service’s Italian site, geared toward gathering feedback on sensitive issues, testing alternative design hypotheses, and validating positioning against competitors.
«From the very beginning, the Moze team understood our needs perfectly and was helpful and professional in guiding the User Research project, through which we gathered very useful information to launch Lendo into a new market.»
Filippo Burello
Country Manager Italy, Lendo