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This page documents the expected user experience when RBI guests are placing orders using the POS. Part of In-Store Loyalty & Offers Customer Journey

Warning

Work in progress, not ready to review

Contents

Table of Contents

...

Steps

Expected results (POS)

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”)

  • N/A

  • Offer page is displayed:

Guest taps “Use at restaurant”

  • N/A

  • Offer is closed so guest is prompted to Sign In

Image RemovedImage Added

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”)

Info

Note: markets that don’t use scanners do not show a QR code in the RBI app, only the alphanumerical code

  • No action

  • Guest sees QR code and Offer Static code

    Image RemovedImage Added

Cashier is prompted to add a loyalty code

  • Cashier asked if guest is a loyalty member:

  • Cashier select “Cancel”, since the guest is not signed in

  • No action

Guest either scans the (static) offer code, or tells the alphanumerical code to the cashier

  • If guest does not scan the QR code, cashier can enter the static alphanumerical code

  • Offer is added to the POS basket

  • This offer is incrementally added to the cart and does not replace any of the existing cart items

  • No action

 

Guest opens a second offer that is available when users are signed out (known as an “open offer”)

  • No action

  • Guest sees QR code and Offer Static code

Guest either scans the (static) offer code, or tells the alphanumerical code to the cashier

  • If guest does not scan the QR code, cashier can enter the static alphanumerical code

  • Offer is added to the POS basket

  • This offer is incrementally added to the cart and does not replace any of the existing cart items

  • No action

 

Cashier finalizes the order and guest pays at POS

  • POS prints receipt with order information

  • N/A

...

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 (POS)

Expected results (RBI app)

Guest opens the Loyalty code page on the RBI app

  • N/A

  • Loyalty code page is displayed:

    Image Modified

Cashier is prompted to add a loyalty code

  • Cashier asked if guest is a loyalty member:

Image Modified

  • No action

Guest either scans the loyalty code, or tells the 6 digit code to the cashier

  • If guest does not scan the QR code, cashier can enter the 6 digit Loyalty code:

Image Modified

  • Either by scanning or entering the code, POS confirms successful identification:

Image Modified

  • Guest receives a successful confirmation modal

Image Modified

 

Guest opens an reward on the RBI app, chooses to redeem in restaurant

  • No action

  • Reward is added to the guest’s pre-selection

    Image Modified

  • A unique reward code is generated

Guest either scans the reward’s QR code, or tells the 6 digit code to the cashier

  • Either by scanning or entering the code, POS confirms successful identification:

Image Modified

  • These reward(s) are incrementally added to the cart and do not replace any of the existing cart items

  • Modal is shown to guest confirming that the offer has been added to cart

Image Modified

  • The reward’s loyalty points cost is temporarily subtracted from the guest’s loyalty points balance

  • Loyalty points that will be accrued after the order will not be added to the guest’s loyalty points balance at this stage

  • Reward pre-selection is cleared

Cashier finalizes the order and guest pays at POS

  • POS prints receipt with points earned & points balance

  • Guest sees updated points balance

Image Modified

 

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 (POS)

Expected results (RBI app)

Guest opens a reward on the RBI app

  • No action

  • Reward page is displayed:

Image Removed
  • Image Added

Guest taps “Redeem in Restaurant”

  • No action

  • Reward is added to the guest’s pre-selection

Image Removed
  • Image Added

  • A unique reward code is generated

Cashier is prompted whether the Guest has loyalty, and confirms

  • Cashier asked if guest is a loyalty member and clicks on “Ok”

Image Modified

  • No action

Guest either scans the reward code, or tells the 6 digit code to the cashier

  • Either by scanning or entering the code, POS confirms successful identification (since the reward code also identifies the Loyalty user):

Image Modified

  • Reward is added to POS cart

  • Guest receives a successful confirmation modal

Image Modified

  • The reward’s loyalty points cost is temporarily subtracted from the guest’s loyalty points balance

  • Loyalty points that will be accrued after the order will not be added to the guest’s loyalty points balance at this stage

  • Reward pre-selection is cleared

Guest opens a second reward on the RBI app, chooses to redeem in restaurant

Info

Note: the flow is exactly the same if the guest pre-selects multiple rewards.

  • No action

  • Only the second reward is added to the guest’s pre-selection

Image Removed
  • Image Added

  • A unique

or

  • reward code is generated

Guest either scans the

offer’s

reward’s QR code, or tells the 6 digit code to the cashier

  • Either by scanning or entering the code, POS confirms successful identification:

Image Modified

  • These

offer

  • reward(s) are incrementally added to the cart and do not replace any of the existing cart items

  • Modal is shown to guest confirming that the offer has been added to cart

Image Modified

  • The second reward’s loyalty points cost is temporarily subtracted from the guest’s loyalty points balance

  • At this point, the guest’s loyalty points balance has been deducted for two rewards

  • Loyalty points

balance is not updated, since the guest is scanning an offerOffer

  • that will be accrued after the order will not be added to the guest’s loyalty points balance at this stage

  • Reward pre-selection is cleared

Guest requests to remove first reward from order

  • Cashier removes the first reward from the open order

  • Basket is updated accordingly

  • Guest sees the first reward’s loyalty points returned to their loyalty points balance

Cashier finalizes the order and guest pays at POS

  • POS prints receipt with points earned & points balance

  • Guest sees updated points balance

Image Modified

 

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

...

Steps

Expected results (POS)

Expected results (RBI app)

Guest opens a reward on the RBI app

  • No action

  • Reward page is displayed:

    Image Added

Guest taps “Redeem in Restaurant”

  • No action

  • Reward is added to the guest’s pre-selection

    Image Added

  • A unique reward code is generated

Cashier is prompted whether the Guest has loyalty, and confirms

  • Cashier asked if guest is a loyalty member and clicks on “Ok”

Image Added

  • No action

Guest either scans the reward code, or tells the 6 digit code to the cashier

  • Either by scanning or entering the code, POS confirms successful identification (since the reward code also identifies the Loyalty user):

Image Added

  • Reward is added to POS cart

  • Guest receives a successful confirmation modal

Image Added

  • The reward’s loyalty points cost is temporarily subtracted from the guest’s loyalty points balance

  • Loyalty points that will be accrued after the order will not be added to the guest’s loyalty points balance at this stage

  • Reward pre-selection is cleared

Guest opens a second Reward on the RBI app, chooses to redeem in restaurant

  • No action

  • User will see modal in the app letting user know, use can only add 1 offer per order and prompting user to replace

    Image Added

Guest taps Replace

  • No action

  • New Reward is added to the guest’s pre-selection and the old reward is removed from pre-selection cart

    Image Added

Guest either scans the reward’s QR code, or tells the 6 digit code to the cashier

  • New reward replaces the previous selected reward in the POS basket

  • Other items in the POS basket are not removed or replaced

  • Modal is shown to guest confirming that the reward has been added to the POS basket

Image Added

  • The reward’s loyalty points cost is temporarily subtracted from the guest’s loyalty points balance

  • Loyalty points that will be accrued after the order will not be added to the guest’s loyalty points balance at this stage

  • Reward pre-selection is cleared

Cashier finalizes the order and guest pays at POS

  • POS prints receipt with points earned & points balance

  • Guest sees updated points balance

Image Added

 

5. 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 (POS)

Expected results (RBI app)

Guest opens the Loyalty code page on the RBI app

  • N/A

  • Loyalty code page is displayed:

    Image Added

Cashier is prompted to add a loyalty code

  • Cashier asked if guest is a loyalty member:

Image Added

  • No action

Guest either scans the loyalty code, or tells the 6 digit code to the cashier

...

  • If guest does not scan the QR code, cashier can enter the 6 digit Loyalty code:

Image Added

  • Either by scanning or entering the code, POS confirms successful identification:

Image Added

  • Guest receives a successful confirmation modal

Image Added

 

Guest opens an reward on the RBI app in a different device, using a different user, and chooses to redeem in restaurant

  • No action

  • Reward of is added to the guest’s pre-selection (on the second device)

    Image Added

  • A unique reward code is generated

Guest (on their second device) either scans the reward’s QR code, or tells the 6 digit code to the cashier

  • Error modal shows in the POS, letting the cashier know that the last scan was made using a different user account

  • Contents of the second scan are not added to the guest’s basket (so the current basket remains unchanged)

  • The second scan is cancelled/voided

  • Initial order can continue normally

  • Modal is shown to the second user confirming that the offer has been added to cart

Image Added

  • The reward’s loyalty points cost is temporarily subtracted from the guest’s loyalty points balance

  • Loyalty points that will be accrued after the order will not be added to the guest’s loyalty points balance at this stage

  • Reward pre-selection is cleared

  • A few seconds later, the loyalty points are returned to the second user