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diff --git a/citizens.html b/citizens.html
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--- a/citizens.html
+++ b/citizens.html
@@ -137,7 +137,62 @@
              valute nel tuo portafoglio digitale.</p>
         </div>
       </div>
-
+      <div class="col-lg-12">
+        <h2 lang="en" id="overview">Taler as seen by customers</h1>
+        <h2 lang="de">Taler aus Kundensicht</h1>
+        <h2 lang="fr" note="outdated"></h2>
+        <h2 lang="it" note="outdated"></h2>
+        <p lang="en">Customers interact with the Taler system mostly using
+          a free wallet implementation, which may be an extension or plugin
+          to their browser or a custom application on their computer(s).
+          Typical steps performed by customers are:
+        </p>
+        <p lang="de" note="outdated"></p>
+        <p lang="fr" note="outdated"></p>
+        <p lang="it" note="outdated"></p>
+        <p>
+          <img src="images/customer.svg" alt="customer perspective" style="float: right; margin: 50px 5px 5px 5px;" width="50%">
+          <ol>
+            <li lang="en">The customer selects a mint (i.e. by visiting the
+              respective website or selecting from a list of mints in the
+              application) and asks the wallet to create bank transfer
+              instructions to withdraw a certain amount of electronic cash.
+              The bank transfer instructions will contain an
+              access code that must be included in the subject of the
+              transaction, as well as the wire details for the mint (i.e.
+              a SEPA account number).</li>
+             <li lang="de" note="outdated"></li>
+             <li lang="fr" note="outdated"></li>
+             <li lang="it" note="outdated"></li>
+             <li lang="en">The customer then instructs his <b>bank</b> to
+               transfer funds from his account to the Taler mint using
+               these instructions provided by the wallet (top left).</li>
+             <li lang="de" note="outdated"></li>
+             <li lang="fr" note="outdated"></li>
+             <li lang="it" note="outdated"></li>
+             <li lang="en">Once the funds have arrived, the wallet will
+               automatically withdraw the electronic coins.  The
+               customer can use the wallet to review his remaining balance
+               at any time. He can also make backups to secure his digital
+               coins against hardware failures.</li>
+             <li lang="de" note="outdated"></li>
+             <li lang="fr" note="outdated"></li>
+             <li lang="it" note="outdated"></li>
+             <li lang="en">When visiting a merchant that supports Taler,
+               a new payment option is available in the checkout system.
+               If the customer selects payments via Taler, the wallet
+               displays the secured contract from the merchant and asks
+               for confirmation.  Taler does not require the customer
+               to provide any identity information to the merchant.
+               Transaction histories and digitally
+               signed contracts can be preserved in the wallet for future
+               review by the customer, or even use in court.</li>
+             <li lang="de" note="outdated"></li>
+             <li lang="fr" note="outdated"></li>
+             <li lang="it" note="outdated"></li>
+          </ol>
+        </p>
+      </div>
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