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Original diagram here: https://lucid.app/lucidchart/ff57d882-2b9e-40ac-bac6-89c9961d4e2c/edit?viewport_loc=510%2C547%2C1988%2C1037%2C0_0&invitationId=inv_2531e95d-8922-4aa7-9972-ffacb2607cf5

Scenarios

Note: all scenarios apply equally to the web, iOS and Android versions of the RBI app.

1. Sign up to a brand that uses the RBI app

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Steps

Expected results

Guest signs up with the PLK ES app and accepts marketing communications from the sign in page

  • Guest account created in the RBI platform

  • User account created in mParticle for the following brands: PLK ES, BK PT, BK ES

  • User account created in Braze for the same brands as above plus TH ES

  • Email and Push subscription status set to “Opted In” on mParticle, Braze and Brazer the RBI platform for all brands

1.2. Without opt-in consent

Steps

Expected results

Guest signs up with the PLK ES app and does not accept marketing communications from the sign in page

  • Guest account created in the RBI platform

  • User account created in mParticle for PLK ES only

  • User account created in , mParticle and Braze for PLK ES only

  • Email and Push subscription status set to “Unsubscribed” on PLK ES only

2. Sign up to Tim Hortons

Note

May need to remove this section since there is no opt-in on the existing Tim Hortons app. Awaiting clarification whether Braze is used.

2.1. With opt-in consent

Steps

Expected results

Guest signs up with the TH ES app (non-RBI) and accepts marketing communications from the sign in page

  • User account created in Braze for TH ES

  • Email and Push subscription status set to “Opted In” on Braze for TH ES

  • No changes to the mParticle or Braze instances of other RBIberia brands

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3. Unsubscribe

3.1. From an email

Note

Need to look into how to disable push from the email link.

Steps

Expected results

Guest receives a marketing email from PLK ES and clicks the unsubscribe link

  • Email and push subscription status set to “Unsubscribed” on Braze for PLK ES and “Opted In” for all other brands

  • Push subscription status set to “Opted In” for all brands

  • Communication preferences page on the RBI app is unchecked

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Steps

Expected results

Support staff unsubscribes a guest from email and push communications on the PLK ES Admin Tool

  • Email and Push subscription status set to “Unsubscribed” on the RBI Platform and Braze for PLK ES and “Opted In” for all other brands

  • Communication preferences page on the RBI app is unchecked

Support staff unsubscribes a guest from email or push notifications separately on the PLK ES Admin Tool

Not possible, since the PLK ES app does now show opt in status separately for email and push.

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Steps

Expected results

Support staff unsubscribes a guest from email and push communications on Salesforce Service Cloud

  • Email and Push subscription status set to “Unsubscribed” on the RBI Platform and Braze for TH ES only and “Opted In” for all other brands

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Steps

Expected results

Guest opens the communication preferences page on the PLK ES app and checks the “Email marketing communications & Push“ setting:

  • Email and Push subscription status set to “Opted In” on the RBI Platform and Braze for PLK ES and “Unsubscribed” for all other brands

  • Communication preferences page on the RBI app is checked

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Steps

Expected results

Support staff subscribes a guest to receive email and push communications on the PLK ES Admin Tool

  • Email and Push subscription status set to “Opted In” on the RBI Platform and Braze for PLK ES and “Unsubscribed” for all other brands

  • Communication preferences page on the RBI app is unchecked

Support staff subscribes a guest to receive email communications only on the PLK ES Admin Tool

Not possible, since the PLK ES app does now show opt in status separately for email and push.

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  • When a guest signs up for any RBIberia brand and opts in to marketing communications, the opt-in status should be applied to all RBIBeria brands: PLK ES, BK PT, BK ES and TH ES

  • When a guest opts out of marketing communications for a given brand, that guest should remain opted in for other brands

  • Opted in status must be reflected in, and possible to change from, the RBI Admin Tool

  • Opted in status must be reflected in, and possible to change from, Salesforce Service Cloud for Tim Hortons only. It is not required for other brands, since these will use the RBI Admin Tool instead

  • Opted in status must be captured separately for email and push communications, regardless of how many checkboxes guests use to opt in (this is already the case).

  • Changes of opt-in status to Opted-In or Unsubscribed need to be captured, along with an associated time stamp indicating when the change happened. This is already the case, since the RBI Platform register an “User Attribute Changed” every time that the opt-in status changes, including the time stamp. This data is kept in mParticle for two years.

Assumptions

  • The requirements above will lead to an increase of costs with Braze, since each guest will be added to different brands (while they may not be registered with, and making purchases from, other brands)