This page documents the expected user experience when RBI guests are placing orders using a kioskthe Kiosk. Part of In-Store Loyalty & Offers Customer Journey
Contents
Table of Contents |
---|
...
Work in progress, not ready to review
Need to add:
...
Not authenticated flows (including adding offer short codes)
...
Markets who only do one offer per order have a replace modal
...
1. Redeem offers
1.1. While signed out
In this scenario, guests do not sign in to the RBI app and they want to use open offers. They scan two different offers in the same order.
Info |
---|
This scenario is only available if the market has made open offers available to their guests. |
Steps | Expected results (Kiosk) | Expected results (RBI app) | ||
---|---|---|---|---|
Guest opens the RBI app without signing in, and selects an offer that is not available when users are signed out (known as a “closed offer”) |
|
| ||
Guest taps “Use at restaurant” |
|
| ||
Guest is worried about his privacy and decides not to use this offer. Guest opens an offer that is available when users are signed out (known as an “open offer”)
|
|
| ||
Cashier is prompted to add a loyalty code |
|
| ||
Guest either scans the (static) offer code, or tells the alphanumerical code to the cashier |
|
| ||
Guest opens a second offer that is available when users are signed out (known as an “open offer”) |
|
| ||
Guest either scans the (static) offer code, or tells the alphanumerical code to the cashier |
|
| ||
Cashier finalizes the order and guest pays at POS |
|
|
1.2. Using the Loyalty Code
In this scenario, guests do not pre-select any offers and instead start their journey by scanning their Loyalty code at the POS. The guest in this scenario does a second scan to add an offer after the initial identification.
Steps | Expected results (Kiosk) | Expected results (RBI app) |
---|---|---|
Guest opens the Loyalty code page on the RBI app |
|
|
Cashier is prompted to add a loyalty code |
|
|
Guest either scans the loyalty code, or tells the 6 digit code to the cashier |
|
|
Guest opens an offer on the RBI app, chooses to redeem in restaurant |
|
|
Guest either scans the offer’s QR code, or tells the 6 digit code to the cashier |
|
|
Cashier finalizes the order and guest pays at POS |
|
|
1.3. Using offer pre-selection
In this scenario, guests pre-select offers on the RBI app and continue their journey in the POS by scanning the generated code. Then they add more offers to their basket by choosing those offers in the app and scanning them.
Steps | Expected results (Kiosk) | Expected results (RBI app) | ||
---|---|---|---|---|
Guest opens an offer on the RBI app |
|
| ||
Guest taps “Use at restaurant” |
|
| ||
Cashier is prompted whether the Guest has loyalty, and confirms |
|
| ||
Guest either scans the offer code, or tells the 6 digit code to the cashier |
|
| ||
Guest opens a second offer on the RBI app, chooses to redeem in restaurant
|
|
| ||
Guest either scans the offer’s QR code, or tells the 6 digit code to the cashier |
|
| ||
Cashier finalizes the order and guest pays at POS |
|
|
1.4. Limit one offer per purchase
Info |
---|
This scenario only happens if the market has decided to limit redemption of one offer per purchase. This is currently the case in BK UK for example. |
Steps | Expected results (Kiosk) | Expected results (RBI app) |
---|---|---|
Guest opens an offer on the RBI app |
|
|
Guest taps “Use at restaurant” |
|
|
Cashier is prompted whether the Guest has loyalty, and confirms |
|
|
Guest either scans the offer code, or tells the 6 digit code to the cashier |
|
|
Guest opens a second offer on the RBI app, chooses to redeem in restaurant |
|
|
Guest taps Replace |
|
|
Guest either scans the offer’s QR code, or tells the 6 digit code to the cashier |
|
|
Cashier finalizes the order and guest pays at POS |
|
|
2. Redeem rewards
2.1. While signed out
This is not possible. Rewards are only available to guests who have an account and have enrolled in the Loyalty program.
2.2. Using the Loyalty Code
In this scenario, guests do not pre-select any rewards and instead start their journey by scanning their Loyalty code at the POS. The guest in this scenario does a second scan to add a reward after the initial identification.
Steps | Expected results (Kiosk) | Expected results (RBI app) |
---|---|---|
Guest opens the Loyalty code page on the RBI app |
|
|
Cashier is prompted to add a loyalty code |
|
|
Guest either scans the loyalty code, or tells the 6 digit code to the cashier |
|
|
Guest opens an reward on the RBI app, chooses to redeem in restaurant |
|
|
Guest either scans the reward’s QR code, or tells the 6 digit code to the cashier |
|
|
Cashier finalizes the order and guest pays at POS |
|
|
2.3. Using reward pre-selection
In this scenario, guests pre-select rewards on the RBI app and continue their journey in the POS by scanning the generated code. Then they add more rewards to their basket by choosing those rewards in the app and scanning them, and finally they ask the cashier to remove one of the rewards.
Steps | Expected results (Kiosk) | Expected results (RBI app) | ||
---|---|---|---|---|
Guest opens a reward on the RBI app |
|
| ||
Guest taps “Redeem in Restaurant” |
|
| ||
Cashier is prompted whether the Guest has loyalty, and confirms |
|
| ||
Guest either scans the reward code, or tells the 6 digit code to the cashier |
|
| ||
Guest opens a second reward on the RBI app, chooses to redeem in restaurant
|
|
| ||
Guest either scans the reward’s QR code, or tells the 6 digit code to the cashier |
|
| ||
Guest requests to remove first reward from order |
|
| ||
Cashier finalizes the order and guest pays at POS |
|
|
2.4. Limit one reward per purchase
Info |
---|
This scenario only happens if the market has decided to limit redemption of one reward per purchase. This is currently the case in PLK ES and BK ES for example. |
Steps | Expected results (Kiosk) | Expected results (RBI app) |
---|---|---|
Guest opens a reward on the RBI app |
|
|
Guest taps “Redeem in Restaurant” |
|
|
Cashier is prompted whether the Guest has loyalty, and confirms |
|
|
Guest either scans the reward code, or tells the 6 digit code to the cashier |
|
|
Guest opens a second Reward on the RBI app, chooses to redeem in restaurant |
|
|
Guest taps Replace |
|
|
Guest either scans the reward’s QR code, or tells the 6 digit code to the cashier |
|
|
Cashier finalizes the order and guest pays at POS |
|
|
3. Select offers in the Kiosk
3.1. While signed out
3.2. While signed in
3.3. Limit one offer per purchase
Info |
---|
This scenario only happens if the market has decided to limit redemption of one offer per purchase. This is currently the case in BK UK for example. |
4. Select rewards in the Kiosk
Warning |
---|
What happens when we allow choosing rewards from the kiosk UI? Would the app be updated in real time? If not, how do we ensure that guests don’t add more rewards to the basket than what they can redeem? |
4.1. While signed out
4.2. While signed in
4.3. Limit one reward per purchase
Info |
---|
This scenario only happens if the market has decided to limit redemption of one reward per purchase. This is currently the case in PLK ES and BK ES for example. |
5. Pay at counter
5.1. Without changing order
5.2. Add offers or rewards to order
6. Edge cases
5.1. Switch users
This is a potential fraud use, where a guest authenticates themselves using one loyalty code, and then attempts to redeem rewards using a different loyalty code.
Info |
---|
This scenario is the same whether guests are redeeming offers or rewards. |
Steps | Expected results (Kiosk) | Expected results (RBI app) |
---|---|---|
Guest opens the Loyalty code page on the RBI app |
|
|
Cashier is prompted to add a loyalty code |
|
|
Guest either scans the loyalty code, or tells the 6 digit code to the cashier |
|
|
Guest opens an reward on the RBI app in a different device, using a different user, and chooses to redeem in restaurant |
|
|
Guest (on their second device) either scans the reward’s QR code, or tells the 6 digit code to the cashier |
|
|
Warning |
---|
OLD |
1. Redeem offers
1.1. While signed out
Info |
---|
This scenario is only available if the market has made open offers available to their guests. |
1.2. Using the Loyalty Code
In this scenario, guests do not pre-select any offers and instead start their journey by scanning their Loyalty code at the kiosk.
Steps | Expected results (Kiosk) | Expected results (RBI app) |
---|---|---|
Guest taps on the Kiosk screen to start a new order |
|
|
Guest opens the Loyalty code page on the RBI app |
|
|
Guest scans the loyalty code |
|
|
Using the Kiosk screen, guest adds items to the basket |
|
|
Guest opens an offer on the RBI app, chooses to redeem in restaurant |
|
|
Guest scans the QR code |
|
|
Guest checks out and pays |
|
|
1.3. Using offer pre-selection
In this scenario, guests pre-select offers on the RBI app and continue their journey in the kiosk by scanning the generated code. Then they add more offers to their basket by choosing those offers in the app and scanning them.
Steps | Expected results (Kiosk) | Expected results (RBI app) |
---|---|---|
Guest opens an offer on the RBI app |
|
|
Guest taps “Use at restaurant” |
|
|
Guest opens another offer and taps “Use at restaurant” |
|
|
Guest taps on the Kiosk screen to start a new order |
|
|
Guest scans the loyalty code |
|
|
Guest opens an offer on the RBI app, chooses to redeem in restaurant and scans it |
|
|
Guest checks out and pays |
|
|
1.4. Limit one offer per purchase
Info |
---|
This scenario only happens if the market has decided to limit redemption of one offer per purchase. This is currently the case in BK UK for example. |
2. Redeem rewards
2.1. While signed out
This is not possible. Rewards are only available to guests who have an account and have enrolled in the Loyalty program.
2.2. Using the Loyalty Code
Steps | Expected results (Kiosk) | Expected results (RBI app) |
---|---|---|
Guest taps on the Kiosk screen to start a new order |
|
|
Guest opens the Loyalty code page on the RBI app |
|
|
Guest scans the loyalty code |
|
|
Using the Kiosk screen, guest adds items to the basket |
|
|
Guest opens an offer on the RBI app, chooses to redeem in restaurant and scans it |
|
|
Guest checks out and pays |
|
|
2.3. Using reward pre-selection
2.4. Limit one reward per purchase
Info |
---|
This scenario only happens if the market has decided to limit redemption of one reward per purchase. This is currently the case in PLK ES and BK ES for example. |
3. Select offers in the Kiosk
3.1. While signed out
3.2. While signed in
3.3. Limit one offer per purchase
Info |
---|
This scenario only happens if the market has decided to limit redemption of one offer per purchase. This is currently the case in BK UK for example. |
4. Select rewards in the Kiosk
Warning |
---|
What happens when we allow choosing rewards from the kiosk UI? Would the app be updated in real time? If not, how do we ensure that guests don’t add more rewards to the basket than what they can redeem? |
4.1. While signed out
4.2. While signed in
4.3. Limit one reward per purchase
Info |
---|
This scenario only happens if the market has decided to limit redemption of one reward per purchase. This is currently the case in PLK ES and BK ES for example. |
5. Edge cases
5.1. Switch users
Guest signs in, then scans a code from a different user