Roll Out Document

12/16/2019

Zain, Jordan
Marketing Department

ROLL OUT DOCUMENT

Product Name: [Zain Cash Basic wallet]
Product Line: [Zain Cash Wallet]
Product Strategy: [Acquisition, and new revenue
stream]

Page 1 of 12
MOT-COM-Form012 Rev.a

The information contained in this document is confidential and proprietary to Zain. It may not be disclosed without written consent from Zain.
 Roll Out Document
12/16/2019

Part 1: Concept Definition.

 Concept Description

Provide a detailed and exact description of the concept in development including, but not limited to:

1. Purpose of the concept [i.e. Acquisition Retention, Churn Management, Promotion etc].
Increasing the number of registered wallet by creating an easier registration method.
2. Concept Narrative [concept function – how it works, what is it?].[ product features and business
rules needed ] / Final details once Product Development is complete.

Registration flow:
 This service will be only on Zain Cash application
 Therefore the customer should Download Zain Cash application
 User will reach Zain Cash Basic wallet registration through 3 pages:
 Onboarding page
 Pop-up dialog box on the guest Mode page with the following options:
• Account Login: Login for the registered users on their Zain Cash
accounts.
• Account Signup: To register a new Zain Cash Account.
• Wallet registration: Register a new Zain cash Basic wallet. A
clickable Tooltip will be added beside it in order to express what
does Basic wallet means
 Sign in page: when the user click on sign in a pop up screen to ask the user”
Do you have Zain cash wallet” if yes redirect him to normal registration, if
no redirect him to basic wallet registration.

Registration Page:
 When the customer clicks Registration button the user will be required to enter
 Mobile number
 Validate if wallet is registered, if the number is already registered a pop up
message should inform him that the user not allowed to register. With the
reason (Dear Valued customer you are not allowed to register because you
have a regular wallet.)
 If the number is not registered before, the user will receive an SMS with an
OTP, so the OTP should be entered and verified to validate device.
 If the correct verification number is entered another page with below
information must be filled:
• First, second, third, family Name (each in a separate field)
• National Number (entry field),
• ID number

Page 2 of 12
MOT-COM-Form012 Rev.a

The information contained in this document is confidential and proprietary to Zain. It may not be disclosed without written consent from Zain.
 Roll Out Document
12/16/2019

• Gender
• Date of birth
• Expiry date
• The above field should be removed if needed.
 After that the customer will be asked to take a close picture for his / her ID.
And should press on the upload the ID field.
 Then the customer should take 3 to 4 photos/video with a blink in one
photo next to the National ID if it didn’t work we will start with multiple
personal photo (Selfie) next to the personal identification instead and the
customer should blink in one.
 The user can’t proceed with the next page without filling the above fields.
(All mandatory) a red Flag will be next to the incorrect or unfilled fields.
 Then the password entry page will appear for the User to create the
application password
 Then he need to click on “Register” button.
 Terms and conditions page should appear and the customer has to approve
it in order to proceed.
 Once user completed the registration flow, pop-up message should inform
the user “Please wait for the Pin Code”.
 If CBJ approved registration, PIN code should be send to the user, if CBJ
reject the registration also an SMS should be send to the user.
 A message will be sent to the customer to inform him of the validity period
for the basic wallet (Three-month) with a link that takes him to the rules
and conditions (portal) for the Basic wallet.
 If the customer is registered with any other PSP or the customer can’t
register for any reason an error to be shown to the user as “Registration
process is not allowed please visit the nearest shop “
 When we finish the registration flow the customer should be signed up to
the app. So late when he (signs in) he will enter the PIN code that was sent
to him in an SMS.
 The customer should be registered under a new profile (called wallet basic
person).
 The customer should be checked on the AML system and the black list on
UNICAM

Login Page
- Biometric Option (finger print, face, etc…)
- Normal Password

Page 3 of 12
MOT-COM-Form012 Rev.a

The information contained in this document is confidential and proprietary to Zain. It may not be disclosed without written consent from Zain.
 Roll Out Document
12/16/2019

Update Page
 The update page should be added in the settings field only for the basic wallet.
 The update view should appear only after the call center rejects the ID
 There is three types of rejection from the call center
o If the ID information is incorrect the application should notify the customer
(your wallet information is not valid please refer to the nearest shop to be
added in phase two)
o If the ID was not clear then the update page will be visible and the customer
will be able to take a photo for him and the ID again (this option is only valid for
one time) after the first trial and if again the call center rejects the basic wallet
info the customer should have a pop up message informing him to go to the
nearest shop to edit his information. (by registering him to a regular wallet)
 After the customer sends the second attempt ID the update option should be faded.
 Until the customer upload the image again he should not be able to use any other
feature: he allowed just to login and enter the profile option to upload the image.
 After uploading the correct image, then the call center agent approve the wallet, he can
use the allowed feature for basic wallet.

Termination page

 The Termination page should be added in the settings field only for the basic wallet.
 The Termination view should appear only after the call center approve all the
information “click on proceed (approved)”and if the balance is zero, else a pop up should
inform the customer to visit the nearest shop.
 A confirmation is required to terminate the wallet (PIN CODE).

Zain Cash features

Basic Wallet characteristics
• Deposit amount in the wallet, in the overall 3 Months should not exceed 100JOD through
only the below channels
 E-FWATEERcom only branches and through a bank account e-FWATEERcom
deposits.

• Maximum transactions in the overall 3 Months should not exceed 100JOD, (also the limits
should be easily changed from our side)
 Pay bills, pay to the merchant and buy Top-up Cards.
 All Merchant Payments
 View transactions list
 Cash out through agents and shops (with showing the ID)
 The customer will be able to have a MasterCard (only local transactions
allowed)

Some features are supposed to be faded, not clickable

 Transfer money
 International remittances
 Donations

Page 4 of 12
MOT-COM-Form012 Rev.a

The information contained in this document is confidential and proprietary to Zain. It may not be disclosed without written consent from Zain.
 Roll Out Document
12/16/2019

If the customer clicks on any of the features above (not clickable) a pop up message should appear
with a brief about the service and to go to the nearest shop activate this service (through transferring
the customer to a regular wallet)
(This should be easily changed from our side on CMS as some rules may be accepted from the CBJ
after launch date) (Features inside the main box with the menu footer)

Transfer from Basic to Regular

The customer should visit one of Zain's shops or authorized agents to complete the documentation of
the basic wallet and to be transferred to regular wallet in order to take full advantage of Zain Cash
services.

 Shop Agent Side:

 The shop agents also should have a page on Unicam or any other system to transfer
the Basic wallet to Active wallet and to do the normal KYC for the regular wallet
(The existed KYC in normal registration). This will follow the normal KYC available
now in shops. Therefore a button on UNICAM should be under the name “switch to
regular”.
 Automatically the button will show the normal KYC that is needed for registration
 The shop agent will update the wallet information except the national number and
the name field and transfer the profile to regular wallet, if the national number and
the name were wrong, then the shop agent must terminate the basic wallet then
great a normal wallet, if this is not doable the agent should delete the account and
create a regular wallet. (this feedback is given from the technical team)
 The shop agent must see when they enter the phone number in the search page the
type of the wallet (basic or regular) in the main page this should be also applied to
call center.
 All the channels for cash in and out should be updated. (UNICAM, franchise, agent,
agent application, payment machine, API’S
 Cash In option should be disabled on UNICAM for Basic wallet profile.
 In addition, the registration should be amended on all the channels. (UNICAM,
franchise, agent)
 The shop agent should also have a button on UNICAM to terminate the basic wallet
under the name “terminate basic wallet” with the following rules :
 If the balance above 0.51 JOD the cash out process will follow the normal
procedure with a 0.50 fees, then terminate the wallet.
 If the balance is below 0.51 JOD, cash out process will be free of charge.
 Termination contract should be assigned. A new version of termination
contract will be provided later.
 The agent must double check for the ID before doing anything.

Page 5 of 12
MOT-COM-Form012 Rev.a

The information contained in this document is confidential and proprietary to Zain. It may not be disclosed without written consent from Zain.
 Roll Out Document
12/16/2019

 Call Center Side:

 The customer will be contacted through Zain Cash call center agent within a
maximum period of seven business days to verify customer information recorded.
 The call center agents must have a page on UNICAM or any other system showing
the Basic wallets registration information and the image and the date of registration
in order to validate.
 An accordingly, if the call center didn’t do any action within 7 days the basic wallet
will be blocked.
 If the information is clear and correct the call center will enter proceed “approved”.
Then termination option should be activated on the application, then the user can
terminate his wallet if the balance is zero else the customer should visit the nearest
shop. This function is to remove the customer from the call center list.
 The wallet should be temporarily suspended ,If the information or image is not clear
(the ID doesn’t match the information entered, or the ID is not clear, or the
customer in the photo is not the same person in the ID) the agent must have a
button under name “rejection” with the following list of reasons:
 Update ID image
 Update selfie
 Wrong information
 Accordingly; if the agent choose one of the first two reasons, the customer must be
notified on the app /SMS to update (ID and selfie), therefore an update option in
the application should be visible under profile for the customer to update his ID (the
customer will be suspended within three months” expiry period” but once he
upload the correct image the request will be sent to call center agent to be
validated and follow the same rule of validation).
 And another 7 days is given for call center to validate after the second submission.
 Only one time the customer is allowed to update his ID if not the customer wallet
will be blocked until the expiry date then it will follow the same rule of expiry wallet.
 If the call center entered proceed, (all the info is correct) the update will be disabled
on the application.
 For the last reason “Wrong Information”, the termination option should be
activated on the application if the balance is zero, else the customer should visit the
nearest shop, and the customer must be notified on the app /SMS.

Page 6 of 12
MOT-COM-Form012 Rev.a

The information contained in this document is confidential and proprietary to Zain. It may not be disclosed without written consent from Zain.
 Roll Out Document
12/16/2019

Application View:
The application view will be exactly like the normal wallet, the only differences is the faded services.

Rules:
 This service is only allowed for JORDANIANS
 The basic wallet will follow the normal rules applied on the App in terms of
financial actions, such as entering the pin code before any financial
transaction.
 For cash in, Cash Out and termination a new version of contract will be
provided for each.
 Bulk disbursements is not allowed for basic wallet.

User will not be able to:

 Transfer Internationally
 One wallet for each National ID (instead of two wallets as in the normal
wallet) Numbers that have already been opened a regular wallet are not
allowed to open basic wallet.” if the user has a regular wallet on his ID, the
user is not allowed to register as a basic even though he tries to register
with a different Mobile number”.
 Termination the wallet will be through the below
• If there is a balance in the basic wallet, shop agent through
UNICAM, after deletion when the customer enter the application
he will be notified that the basic wallet is deleted, or if the wallet
is expired and have a balance then the customer should go to an
agent to delete or to activate regular wallet.
• Or if it’s cleared Zero balance the customer can cancel it through
the application.

Freezing the wallet

 If three months have passed since the opening of the basic wallet, the
wallet with balance will be suspended until the user visit One of Zain's
shops or one of the authorized agents to complete the normal registration,
or delete the wallet. So when the customer will enter the application he
will be notified that the basic wallet is frozen and he need to visit one of
Zain shops to activate it.
 If the wallet is with zero balance and its expired then the wallet will be
automatically deleted after expiry date.

Page 7 of 12
MOT-COM-Form012 Rev.a

The information contained in this document is confidential and proprietary to Zain. It may not be disclosed without written consent from Zain.
 Roll Out Document
12/16/2019

(and a pop up message will appear to the customer that the basic wallet
was deleted for expiry reason)
 Before 15 days of expiry date the customer should be notified with this info
through pop up in the app and an SMS.
 There will be a count down on the application where the customer will be
able to view when the basic wallet will be expired (the validity is 3 months
since activation)
 There is a limit on the amount to be spent within the three months so we
need notifications to inform the customer with the remaining balance to be
used
 The customer should be notified with the fees before deductions.
3. Target Segment accompanied by customer segment insights mainly those tackled by this concept.

A large segment of the community that is not covered by services because of its distance
from centers Services.
4. Objective of the concept [targets, aims, other measurable objective].
 Increasing the number of registered wallet
 Helping to grow the national economy and financial inclusion.
 An additional benefit to a large segment of the community that is not covered by
services because of its distance from centers Services.
 Facilitate the use of financial services and e-government services.
 In addition, new revenues generated from Zain Cash share from each transaction.

5. Concept Life Cycle [in months, from-to dates].

Ongoing
6. Target Launch date.
July- 2019
7. Customer Experience [proposed user experience, opt in channels - shops, IVR, USSD, SMS, others
- required devices , product , provisioning, charging concept , POS, CRM]

The channels used are Application, UNICAM.

7.1. Customer experience through different phases of the product cycle from communication to
buying all the way through using as well as dropping out of the product/service/price plan.

Page 8 of 12
MOT-COM-Form012 Rev.a

The information contained in this document is confidential and proprietary to Zain. It may not be disclosed without written consent from Zain.
 Roll Out Document
12/16/2019

Communicati Buying Using Drop Out

on

 Concept Positioning

1. Competitive positioning [what competitor products are equivalent, if any].

Competitors are developing the same product.

2. USP’s [what advantages has this product over the competitors].

All competitors are allowed to have this product however, we want to

be the first to launch it.

3. SWOT
4. Fit within Zain PF. Yes
5. Preliminary plan to mitigate any foreseen competitive threat.

Be the first to lunch the service.

6. Cannibalization effect of existing products.N/A
7. Any special handling [ changes needed] on existing setup of products / services that will be
affected by the introduction of this concept N/A

 Concept Feasibility Study

1. Headline technical, commercial, CRM, IT & HR dependencies/requirements.
2. Concept dependencies [touch points & responsibilities matrix].
Dependency/Requirement Touch point Responsible
i.e. order inventory
i.e. obtain TRC approval
i.e. system upgrade
Etc
Etc

Part 2: Concept Development N/A

 Business Model/Cost Benefit Analysis N/A

1. Uptake/Usage Forecast/Traffic model

Page 9 of 12
MOT-COM-Form012 Rev.a

The information contained in this document is confidential and proprietary to Zain. It may not be disclosed without written consent from Zain.
 Roll Out Document
12/16/2019

2. Pricing model.
3. Investment Requirements & associated cost.
4. Business Model.
5. Financial analysis.
Insert XL model(s)
Insert XL tariff sheets

 Technical Development Plan N/A

1. Network Systems development.
2. IN, Billing Systems development.
3. POS & CRM Systems development.
4. Device testing.
5. Functionality testing.
6. Use cases and expected scenarios
Insert MPS document.

 Sales & CRM Development Plan N/A

1. Impact on channels to market, development program
2. Impact on customer experience, development program
3. Inventory requirements. (owner to order needed items from sales support manager and
inventory manager through an official email)

 Product Dashboard KPI’s.

1. Insert table of selected KPI’s and targets (agreed with finance).

 Number of new basic wallets

 Value of transaction
 Count of transaction
 Transaction revenue
 Number of active wallets

2. Insert program of post launch internal and external customer feedback (agreed with Market
Planning).

 Regulatory & Legal involvement (where applicable) N/A

1. Identify details if any

 Training for touch points (needed or not) N/A

1. Identify details if any

Page 10 of 12
MOT-COM-Form012 Rev.a

The information contained in this document is confidential and proprietary to Zain. It may not be disclosed without written consent from Zain.
 Roll Out Document
12/16/2019

 Communications Plan

1. Media Analysis
2. Concepts etc
3. Insert media plan and costs.
4. Duration of campaigns.
5. Etc.
Mini brief is sent to communication team.

 Commission Scheme (where applicable) N/A

1. Does this product need a new commission scheme?

If yes, insert the commission scheme

Page 11 of 12
MOT-COM-Form012 Rev.a

The information contained in this document is confidential and proprietary to Zain. It may not be disclosed without written consent from Zain.
 Roll Out Document
12/16/2019

Go To Market Approvals:
Key Stage Responsible Completed/Agreed Signature
Date
Concept Segment / Product
Development Owner
Concept Segment / Product
Development Manager
Support Units Marketing Planning
& Product
Development
Director
Business Case Pricing Manager/
Team
Technical Product
Readiness Development
Manager (or team
member in charge)
Financial Analysis Financial Planning
Manager
Financial Analysis Finance Director

Touch Point Sales Director*

Readiness (if
applicable)

Touch Point Customer Care

Readiness (if Director*
applicable)

Involved IT Director*
Departments if
applicable
Involved Finance / Logistics*
Departments if
applicable
Go To Market Marketing Director
Readiness

Go To Market Chief Operations

Readiness Officer

* Where applicable / needed

Page 12 of 12
MOT-COM-Form012 Rev.a

The information contained in this document is confidential and proprietary to Zain. It may not be disclosed without written consent from Zain.