Modernizing money movement for Citi Private Bank
Preventing regulatory issues through design and content
Citi mistakenly credits $81 trillion to customer account (CBS news)
Citigroup almost shifted $6 billion to customer’s account after copy-paste error (NY Post)
Citi had a total of 10 near misses with transactions over $1 billion dollars in 2024, which sparked an overhaul of the internal tool used to process these large wire transfers.
I designed and wrote copy for a process that would catch typos earlier in the wire transfer process, in direct response to one of these near misses. I also wrote copy for a copy/paste control that was in direct response to one of the incidents that was reported to regulators.
Introducing UX Rules to standardize designs and reduce risk
As the product scope grew larger and more complex, I created a set of UX rules for the more than 12 designers and writers staffed on the project. This helped standardize UX and content across the entire journey as we moved quickly to produce designs.
