Non-profit micro-lending company with a mission to empower and support communities. 

Project Objective
The project scope revolved around the risk with Kiva borrowers defaulting or paying late, due to their struggling business health, personal problems, and miscommunication due to a lack of a sufficient support network between Kiva, trustees, lenders, and borrowers.

The objective was understanding how existing Kiva U.S. Delinquency Management process can be improved by recommendations on:

  • Managing and enhancing delinquent borrower relationships and communication strategy

  • Understanding opportunities and constraints from borrower perspective

  • Streamlining internal communications with Kiva U.S. team

Research Methodology
The framework of Appreciative Inquiry was used as the core of primary and secondary research and design method with Kiva. 

  • Discover
    Conducted research to find out what Kiva is and assembled the findings to grasp the identity of the organization.


  • Define
    Put the value in co-creation while defining the direction of our project.


  • Dream
    Generalize our research findings and new learning of Kiva to create a whole picture of the organization and roughly sketch out what Kiva might be.


  • Design
    New picture of what Kiva can be if our findings were fully implemented.


  • Deliver
    A set of human-centered deliverables for Kiva.

We created a framework to identify Kiva's core values and tie them back to their processes while also reframing them for both the Kiva employees and the borrowers. These consisted of both internal and external communications and processes. 

Kiva has an incredible reputation as a non-traditional financial institute with a non-traditional business model. With such an atypical business model comes higher risks. Not only does Kiva connect lenders with borrowers, Kiva empowers their stakeholders, empathizes with them, and creates a unique community through those interactions.

This project was executed by a team of four. Due to confidentiality issues, entire project concept cannot be published. Group members included, Aron Wong, Brad Palladino, MJ Kwak and Rumaisa Mughal.