Transcript Presentation Title - Shareen Smyth

Transaction Services
22nd November 2013
Mobile Re-Design
UX
John Connolly, Bill Fogarty, Shareen Smyth
Strictly Private and Confidential
Mobile 2013 – UX Pre Design Research
WIP
Identify Business Contacts Across Region
Contact Points
FUNCTIONAL TITLE
Product Manager
GIDA/Activations – Internal Requests
Global
Thomas Ko; Avinash
Eratapalli; Pik Yee Lai;
Daniel Daszkiewicz
NA
NAM
LATAM
Madina Tautiyeva
NA
EMEA
Gabriel Bortnik,
David Rose, Paul Kirjanov
Carolina Antico, Cesar
Mendizabal
NA
NA
ASIA
Dindo Guzman
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)
NA
NA
NA
NA
NA
Kathleen Larsson
NA
NA
NA
NA
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
Client Del: Trainer
Client Del: Readiness
Operational Readiness
3
Identify Key User Types
Consider user types by traditional roles
Consider user types by last two years of usage analytics (Super users etc..)
5
Common Slides
Mobile 2013 – User Types - Roles
Occupation
Region
WIP
User Type A
User Type B
User Type C
User Type D
Security manager/Admin
Treasurer/Assistant Treasurer
Cash manager/ Account payables
manager
Treasury operations
analyst/Associate
Global
Global
Global
Global
Educational Background
System Access
Primary Job Responsibilities
Manage BE & BE Mobile
entitlements
Cash & Liquidity management Employed at Shared services
Forecast cash flows, Manage currency Cash & Liquidity management centre to support treasury
& counterparty risk , Rebalance
Implementing control procedures
operations by inputting,
accounts across subsidiaries, Make
around making payments
approving & releasing transactions
short term investments
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
Key Task 3
Additional Task 1
Additional Task 2
Additional Task 3
Additional Task 4
Additional Task 5
Additional Task 6
Making Balance inquiries
Making transaction inquiries
Making Balance enquiries
Initiating urgent single, batch &
file payments
Authorizing & Releasing single
batch & file payments (based on
status in internal ERP systems)
Making transaction & balance
inquiries ( to generate reports for
management consumption)
Mobile 2013 – User Types – Roles – Trade
Occupation
User Type E
Accounts Receivable Clerk / Manager
(Exporter / Supplier) – Citi’s clients’
vendors
User Type F
Accounts Payable Clerk / Manager,
Treasurer (Importer / Buyer)
WIP
User Type G
Accounts Receivable Clerk /
Manager, Treasurer (Exporter /
Supplier)
Region
Global
Global, but primarily emerging markets for
initiation piece (where desktop infrastructure Global
may not be robust)
Educational Background
N/A
N/A
System Access
Supplier / Exporter – no CD access
(Citi’s clients’ vendors); this is our target
user base
Full Trade CitiDirect Functionality
[Importer / Citi’s clients – has CD
access]
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 documents presentation
Manages / instructs payment release to
paperwork (prepare cover letter,
Issuing Bank by preparing / reconciling trade etc.) to be submitted to Collecting
supply chain documentation
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 1
Check 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 payments
Key Task 3
Key Task 4
Additional Task 1
Maintain internal financial and invoice
records
Manage Collections and resolve unpaid
items
Authorize Maker’s LC Application Details to
Issuing Bank
Authorize Maker’s decision on Bill
Discrepancies on LC
Authorizer Maker’s decision to Pay on Open
Account / Collections
Authorize or Create Collections Cover
Letter for Collecting Bank
Maintain internal financial and invoice
records
N/A
Full Trade CitiDirect Functionality
Check the status of payments
Check the completion of LC
processing by the Issuing Bank
Maintain internal financial and
invoice records
Manage Collections and resolve
unpaid items
Mobile 2013 – User Types – Frequency of usage
Frequency of Usage
Characteristics
User Type 1
User Type 2
User Type 3
User Type 4
Super User
Desktop User
Contingency User
Inquiry User
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.
Key Task 1
Authorize & Release payments
Desktop, Laptop, occasionally smart
phone
Cash manager/ account payables
manager or treasury services
analyst/associate with primary
responsibility to authorize payments
Authorize & Release payments
Key Task 2
Check balances & transaction status
Check balances & transaction status
Key Task 3
Check Intraday Cash position
Devices
Primary Job
Responsibilities
Smart phone and tablet, laptop
Cash Manager/ Account Payables Manager
or higher with responsibility to authorize
payments
Additional Tasks
Authorize Manual FT
Authorize imported files
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.
What’s so unique?
Uses BE Mobile on his mobile/tablet most of
the times.
Switched from CitiDirect to CitiDirect
Uses BE Mobile instead of BE on his
BE Mobile. Uses BE Mobile on
desktop/laptop too more often than not.
desktop/laptop only
In essence uses BE Mobile in all channels
Example
WIP
Xtrata Queensland, Yamana Gold
Many CEMEA clients
Don’t see a need to switch to
Cannot perform authorization on
another channel and currently
mobile due to company policy or
content with CitiDirect.
relative distrust of mobile
But decided to develop a
technology.
contingency channel so that
adopted CitiDirect BE Mobile to Or Clients of our clients – (Clients of
be used in remote
Trade, Supplier Finance, Payment FI
circumstances.
clients)
Smart phone, Tablet and Java
All devices
enabled feature phones
Cash manager/ account
Many levels. Needs to check
payables manager with
transaction status as part of their
responsibility to authorize
duty
payments
Authorize & Release payments
Check payment status
Check balances & transaction
Check Trade/Supplier Finance
status
status
Initiate payments
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.
Continues to heavily rely on
CitiDirect to do most of the job.
Use CitiDirect BE Mobile when
it’s needed for remote situations
40-50% of clients
Payment Advisor, Trade Advisor,
CSF Advisor users