John Connolly, Bill Fogarty, Shareen Smyth

Mobile Re-DesignUX

22nd November 2013

Strictly Private and Confidential

Transaction Services

Identify Business Contacts Across Region

Mobile 2013 – UX Pre Design Research

3

  Contact Points

FUNCTIONAL TITLE Global NAM LATAM EMEA ASIA

Product Manager  Thomas Ko; Avinash Eratapalli; Pik Yee Lai; Daniel Daszkiewicz

 Madina Tautiyeva  Gabriel Bortnik, Carolina Antico, Cesar Mendizabal

 David Rose, Paul Kirjanov  Dindo Guzman

GIDA/Activations – Internal Requests  NA  NA  NA  NA  NA

GIDA/Activations - External Requests  NA  NA  NA  NA  NA

Client Del: Implementation Manager  NA  NA  NA  NA  NA

Client Del: Service Rep (L1)  TBD

EB channels team – Some of them are based in  Dublin 

 

Client Del: EB Service Rep (L2)

Client Del: Trainer  NA  NA  NA  NA  NA

Client Del: Readiness  Kathleen Larsson  NA  NA  NA  NA

Operational Readiness  NA  NA  NA  NA  NA

UAT  Nina Manetti   NA  NA  NA  NA

PVT  Xayasith Vongnarath  NA  NA  NA  NA

CitiDirect (Back end)Developer  Natalie Underwood  NA  NA  NA  NA

Mobile (Front end)Developer  Philip Malumphy, Andrew Woodcock

 NA  NA  NA  NA

WIP

5 Common Slides

Identify Key User TypesConsider user types by traditional rolesConsider user types by last two years of usage analytics (Super users etc..)

  User Type A User Type B User Type C User Type D

Occupation  Security manager/Admin  Treasurer/Assistant Treasurer Cash manager/ Account payables manager

Treasury operations  analyst/Associate

Region  Global  Global  Global Global

Educational Background       

System Access    

Primary Job  Responsibilities Manage BE & BE Mobile entitlements

Cash & Liquidity management - Forecast cash flows, Manage currency 

& counterparty risk , Rebalance accounts across subsidiaries, Make 

short term investments

Cash & Liquidity management - Implementing control procedures 

around making payments

Employed at Shared services  centre to support treasury operations  by inputting, 

approving & releasing transactions

User Level CD BE and BE Mobile access CD BE and BE Mobile access CD BE and BE Mobile access CD BE and BE Mobile access

Key Task 1 Creating Access profiles  Enquiring intra day cash position Authorizing & Releasing single batch & file payments

Initiating single batch & file payments

Key Task 2 Add Access Profile to Individual Users’ Profiles 

Authorizing & Releasing urgent single, batch & file payments Making Balance inquiries

Authorizing & Releasing single batch & file payments (based on status in internal ERP systems)

Key Task 3     Making transaction inquiriesMaking  transaction & balance 

inquiries  ( to generate reports for management consumption)

Additional Task 1   Making Balance enquiries Initiating urgent single, batch & 

file payments

Additional Task 2      

Additional Task 3      

Additional Task 4      

Additional Task 5      

Additional Task 6    

Mobile 2013 – User Types - Roles WIP

  User Type E User Type F User Type G

OccupationAccounts Receivable Clerk / Manager (Exporter / Supplier) – Citi’s clients’ vendors

Accounts Payable Clerk / Manager, Treasurer (Importer / Buyer)

Accounts Receivable Clerk / Manager, Treasurer (Exporter / Supplier)

Region GlobalGlobal, but primarily emerging markets for initiation piece (where desktop infrastructure may not be robust)

Global

Educational Background N/A N/A N/A

System Access

Supplier / Exporter – no CD access (Citi’s clients’ vendors); this is our target user base[Importer / Citi’s clients – has CD access]

Full Trade CitiDirect Functionality Full Trade CitiDirect Functionality

Primary Job Responsibilities (BE mobile relevant)

Manages payment of goods from buyers, which in turn determines when / amount to ship. Tracks / performs inquiries on transaction statuses (LCs/ Collections/ Open Account)

Manages / instructs payment release to Issuing Bank by preparing / reconciling trade supply chain documentation

Manages documents presentation paperwork (prepare cover letter, etc.) to be submitted to Collecting Bank for payment on goods. Tracks actual payments / up-to-date transaction statuses

User Level Low proficiency Medium to High proficiency Medium to High proficiency

Key Task 1Check the completion of LC processing by the Issuing Bank

Create / Initiate LC Application to Issuing Bank

Authorize or Create Collections Cover Letter for Collecting Bank

Key Task 2 Check the status of paymentsAuthorize Maker’s LC Application Details to Issuing Bank

Check the status of payments

Key Task 3Maintain internal financial and invoice records

Authorize Maker’s decision on Bill Discrepancies on LC

Check the completion of LC processing by the Issuing Bank

Key Task 4Manage Collections and resolve unpaid items

Authorizer Maker’s decision to Pay on Open Account / Collections

Maintain internal financial and invoice records

Additional Task 1Authorize or Create Collections Cover Letter for Collecting Bank

Maintain internal financial and invoice records

Manage Collections and resolve unpaid items

Mobile 2013 – User Types – Roles – Trade WIP

  User Type 1 User Type 2 User Type 3 User Type 4

Frequency of Usage Super User  Desktop User  Contingency User  Inquiry User

Characteristics

Innovator or early adaptor. Usually technically savvy individual and 

carries  his own personal device . Works hard to figure out how to maximize the use of innovative solution into his life.  Uses  BE Mobile often and tells other people 

about it. 

Don’t see a big demand to do the work outside of his office or on a 

mobile. But has some bad experiences using CitiDirect. So decided to switch to CitiDirect BE Mobile primarily in the 

office.

Don’t see a need to switch to another channel and currently 

content with CitiDirect. But decided to develop a 

contingency channel so that adopted CitiDirect BE Mobile to 

be used in remote circumstances.

Cannot perform authorization on mobile due to company policy or 

relative distrust of mobile technology. 

Or Clients of our clients – (Clients of Trade, Supplier Finance, Payment FI 

clients)

Devices  Smart phone and tablet, laptop Desktop, Laptop, occasionally smart phone

 Smart phone, Tablet and Java enabled feature phones  All devices

Primary Job  Responsibilities 

Cash Manager/ Account Payables Manager or higher with responsibility to authorize 

payments

Cash manager/ account payables manager or  treasury services analyst/associate with primary 

responsibility to authorize payments

 Cash manager/ account payables manager with 

responsibility to authorize payments

 Many levels. Needs to check transaction status as part of their 

duty

Key Task 1  Authorize & Release payments  Authorize & Release payments  Authorize & Release payments Check payment status

Key Task 2  Check balances & transaction status  Check balances & transaction status  Check balances & transaction status

Check Trade/Supplier Finance status

Key Task 3  Check Intraday Cash position    

Additional Tasks Authorize Manual FT Authorize imported files Initiate payments

Typical work day

Travels often. In the remote locations of the subsidiaries or with the clients.

When In office, not in front of the computer,  In frequent meetings

 In the office and in front of the computer. 

Typically in the office but covers other regions (accounts, clients etc.) or work remotely often enough to have a contingency 

plan

 Could be in the office or travelling.

What’s so unique?

Uses BE Mobile on his mobile/tablet most of the times.  

Uses BE Mobile instead of BE on his desktop/laptop too more often than not.In essence uses BE Mobile in all channels

Switched from CitiDirect to CitiDirect BE Mobile.  Uses BE Mobile on 

desktop/laptop only

Continues to heavily rely on CitiDirect to do most of the job. Use CitiDirect BE Mobile when it’s needed for remote situations

 

Example Xtrata Queensland, Yamana Gold  Many CEMEA clients  40-50% of clients  Payment Advisor, Trade Advisor, CSF Advisor users 

Mobile 2013 – User Types – Frequency of usage WIP