Learn how Kissht improved app conversions by 10% using Clarity Mobile SDK
Overview of Kissht and RING
In 2022, Indian fintech startup Kissht introduced RING, a digital payments app that revolutionized access to transactional credit for millions of Indians. The app allows users to transfer RING credit to their bank accounts or use it for online and offline transactions. Targeting young professionals and small business owners, RING offers quick credit, personal loans, and seamless payment options. With over 50 million downloads and 10 million active customers, RING has become a leader in the fintech industry.
Challenge
Kissht’s team faced a significant challenge during the onboarding process for RING users. The user journey, which included multiple steps like personal details, KYC (via DigiLocker), and CIBIL criteria, saw high drop-off rates, particularly in the KYC module. While the team could identify drop-offs in the funnel, it was unclear whether they were caused by technical issues or user intent. The inability to conduct large-scale user research and the reliance on quantitative data from traditional analytics tools made it difficult to fully understand the root causes of these drop-offs.
Solution
To tackle the issue, Kissht integrated Microsoft Clarity’s SDK for Android. The Clarity SDK provided qualitative insights into user behavior that had previously been unavailable. By using Clarity’s session recordings and heatmaps, the team was able to visually analyze user interactions, pinpoint the exact cause of the drop-offs, and better understand how users navigated the app.
Through Clarity’s insights, Kissht identified that the KYC screen was loading multiple times, leading to user frustration and abandonment of the flow. Armed with this data, the team implemented a targeted fix for the KYC module, resolving the technical issues users were facing.
Results
After integrating Microsoft Clarity and making necessary improvements to the KYC module, Kissht saw a 10% increase in conversion rates. The Clarity SDK’s session recordings, heatmaps, and data-masking features allowed the team to analyze user sessions securely and comply with RBI regulations, all while providing key insights into user behavior and pain points.
Key Benefits of Microsoft Clarity for Kissht
User Journey Insights: Clarity’s session recordings provided clear visibility into the exact points where users faced issues, allowing for precise fixes.
Enhanced Compliance: With Clarity’s data-masking feature, Kissht was able to comply with regulatory requirements while still gathering critical insights.
Improved User Experience: By identifying technical issues and improving app functionality, Kissht enhanced the overall user experience, leading to higher conversions.
Conclusion
Kissht’s integration of Microsoft Clarity transformed how the team understood and optimized their app’s user experience. The actionable insights provided by Clarity enabled them to quickly identify and fix technical issues, improve their onboarding funnel, and increase user satisfaction. For companies looking to enhance app performance and increase user engagement, Microsoft Clarity provides a powerful, free tool that offers valuable insights into user behavior. With features like session recordings, heatmaps, and robust analytics, it enables businesses to make data-driven decisions, optimize user experiences, and improve overall performance.
Microsoft Clarity has revolutionized the way we understand our users. The screen session recordings with data masking provide invaluable insights, helping us quickly pinpoint and resolve user pain points. As a freely available tool backed by Microsoft, it’s a must-have for any team looking to enhance user experience and drive impactful improvements.
