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

Contents

Table of Contents

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1.1. While signed out

In this scenario, guests do not sign in to the RBI app or the Kiosk, and they use an open offer. Also, this scenario is specifically for markets that do not want to show offers on the Kiosk. Showing offers on the Kiosk is a decision made by markets, which depends on their willingness to invest in their loyalty program, since showing offers on the Kiosk as a PNL impact. To see scenarios where offers are shown on the Kiosk, please refer to Select Offers in the Kiosk.

Info

This scenario is only available if the market has made open offers available to their guests.

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Steps

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Expected results (Kiosk)

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Expected results (RBI app)

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Guest looks at the Kiosk screen

...

  • A page shows up inviting the guest to start an order

...

  • N/A

...

Guest touches the screen to start a new order

...

  • Guest is prompted to sign in

    Image Removed

...

  • No action

...

Guest decides to continue without signing in

...

  • Kiosk order screen show up. This screen does not show either offers or rewards tabs

...

  • Guest can sign in at any time by using the scanner or touching a sign in button

...

Scenarios are broken down by offer and reward pre-selection and scanning, to make the different flows clear, but it is expected that customers can redeem both offers and rewards in the same order.

The are some variations possible depending on configurations chosen by different markets:

  • Whether the market uses open offers (i.e. offers that can be redeemed by guests who are not signed in). In markets that don’t allow open offers, its not possible to redeem offers while signed out.

  • Whether the market allows offer selection using the Kiosk UI. This decision has been shown to have a PNL impact, so some markets don’t want this to be an option.

  • Whether the market allows redemption of multiple offers or multiple rewards in the same order. In markets that do not allow multiple offer/reward redemption, the UI (both on the RBI app and Kiosk) must make it clear to guests when they are replacing an existing selection with a new selection.

  • Whether the market

Contents

Table of Contents

1. Redeem offers

1.1. While signed out

In this scenario, guests do not sign in to the RBI app or the Kiosk, and they use an open offer. This scenario includes both

Steps

Expected results (Kiosk)

Expected results (RBI app)

Guest looks at the Kiosk screen

  • A page shows up inviting the guest to start an order

Image Added

  • N/A

Guest touches the screen to start a new order

  • Guest is prompted to sign in

Image Added

  • No action

Guest decides to continue without signing in

  • Kiosk order screen show up. This screen does not show either offers or rewards tabs

Image Added

  • Guest can sign in at any time by using the scanner or touching a sign in button

  • No action

Guest taps on the Offers tab

Info

Note: this step is only possible if the market has decided to allow showing offers on the UI.

Image Added

Guest taps on the Rewards tab

Info

Note: this step is only possible if the market has decided to allow showing rewards on the UI.

Guest opens the RBI app without signing in, and selects an offer that is available when users are signed out (known as a “open offer”)

Info

Note 1: this is only available in markets that allow open offers.

Info

Note 2: markets that don’t use scanners do not show a QR code in the RBI app, only the alphanumerical code. In this case, the Kiosk must provide a way for guests to enter the code manually.

  • No action

  • Offer page is displayed:

Guest scans offer (static) alphanumerical code

  • Offer is added to the basket

  • If the offer was configured for single redemption use, it will disappear from teh app after 15 minutes

  • For static codes, we don’t show a confirmation in the RBI app

Guest checks out and pays

  • Order number shows up on the screen

  • Receipt is printed

  • Ideally, guests would be shown the number of points they could have earned, and they are prompted to sign up

  • No action 

...

Steps

Expected results (Kiosk)

Expected results (RBI app)

Guest opens the Loyalty code page on the RBI app

  • N/A

  • Loyalty code page is displayed:

Guest taps on the Kiosk screen to start a new order

  • Loyalty sign in page shows up on the Kiosk and scanner becomes active

  • N/A

Guest scans the loyalty code or inputs 6 digit code in Kiosk

  • Kiosk authenticates the guest and shows the home page

  • Scanner remains active

  • Guest receives a successful confirmation modal

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

  • No action

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

  • A unique offer code is generated

Guest either scans the Offer’s QR code or inputs 6 digit code into Kiosk

  • Offer is added to basket and guest has the option to personalize the offer

Image Removed

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

Info

Note: if a user pre-selects more offers in the app, all pre-selected offers will show in the Kiosk screen after scanning with an option for the user to customize each offer

Image Added

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

  • Loyalty points balance is not updated, since the guest is scanning an offerOffer pre-selection is clearedthe guest is scanning an offer

  • Offer pre-selection is cleared

On the Kiosk UI, navigates to the offers page

Info

Note: this step is only available in markets that have decided to show offers on the Kiosk UI.

Offers are displayed:

Image Added

  • No action

Guest selects an offer

  • Details displayed

Image Added

  • No action

Guest adds offer to basket

  • Added incrementally

  • No action

Guest checks out and pays

  • Order number shows up on the screen

Image RemovedImage Added

  • Receipt is printed (ideally the receipt would include the points earned and/or burned + the updated loyalty points balance)

  • Guest sees updated points balance

 

...

Steps

Expected results (Kiosk)

Expected results (RBI app)

Guest opens an offer on the RBI app

  • N/A

  • Offer page is displayed:

Guest taps “Use at restaurant”

  • N/A

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

  • A unique offer code is generated

Guest taps on the Kiosk screen to start a new order

  • Loyalty sign in page shows up on the Kiosk and scanner becomes active

  • N/A

Guest either scans the offer’s QR code or inputs 6 digit code into Kiosk

  • Offer is added to basket and guest has the option to personalize the offer

Image RemovedThese offer(s) are incrementally added to the cart and do not replace any of the existing cart items
Info

Note: if a user pre-selects more offers in the app, all pre-selected offers will show in the Kiosk screen after scanning with an option for the user to customize each offer

  • Offer(s) are shown on the Kiosk and guest has an option to customize

Image Added

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

  • Loyalty points balance is not updated, since the guest is scanning an offer

  • Offer pre-selection is clearedselection is cleared

Guest customizes offers at will and touches confirm

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

Image Added

  • No action

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

Info

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

  • No action

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

Image Added

  • A unique offer is added to the guest’s pre-selection

Image Removed

  • A unique offer code is generated

Guest either scans the offer’s QR code or inputs 6 digit code into Kiosk

  • Offer is added to basket and guest has the option to personalize the offer

Image Removed

  • code is generated

Guest either scans the offer’s QR code or inputs 6 digit code into Kiosk

Info

Note: if a user pre-selects more offers in the app, all pre-selected offers will show in the Kiosk screen after scanning with an option for the user to customize each offer

  • Offer(s) are shown on the Kiosk and guest has an option to customize

Image Added

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

Image Added

  • Loyalty points balance is not updated, since the guest is scanning an offer

  • Offer pre-selection is cleared

Guest customizes offers at will and touches confirm

  • These offer(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 Removed

  • Loyalty points balance is not updated, since the guest is scanning an offer

    • Offer pre-selection is clearedImage Added

    • No action

    On the Kiosk UI, navigates to the offers page

    Info

    Note: this step is only available in markets that have decided to show offers on the Kiosk UI.

    Offers are displayed:

    Image Added

    • No action

    Guest selects an offer

    • Details displayed

    Image Added

    • No action

    Guest adds offer to basket

    • Added incrementally

    • No action

    Guest checks out and pays

    • Order number shows up on the screen

    • Receipt is printedis printed (ideally the receipt would include the points earned and/or burned + the updated loyalty points balance)

    • Guest sees updated points balance

     

    ...

    Steps

    Expected results (Kiosk)

    Expected results (RBI app)

    Guest opens an offer on the RBI app

    • N/A

    • Offer page is displayed:

    Guest taps “Use at restaurant”

    • N/A

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

    • A unique offer code is generated

    Guest taps on the Kiosk screen to start a new order

    • Loyalty sign in page shows up on the Kiosk and scanner becomes active

    • N/A

    Guest scans the loyalty code or inputs 6 digit code in Kiosk

    • Kiosk authenticates the guest and shows the home page

    Image Removed

    • Scanner remains active

    • Guest receives a successful confirmation modal

    Image Removed

    Guest scans the loyalty code or inputs 6 digit code in Kiosk

    • Offer is added to basket and guest has the option to personalize the offer

    Info

    Note: if a user pre-selects more offers in the app, all pre-selected offers will show in the Kiosk screen after scanning with an option for the user to customize each offer

    Image Added

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

    Image Added

    • Loyalty points balance is not updated, since the guest is scanning an offer

    • Offer pre-selection is cleared

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

    • No action

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

    Guest taps Replace

    • No action

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

    Guest either scans the Offer’s QR code or inputs 6 digit code into Kiosk

    • New offer replaces the previous selected offer in the POS Kiosk basket

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

    • New offer is added to basket and guest has the option to personalize the offer

    Image Removed

    Info

    Note: if a user pre-selects more offers in the app, all pre-selected offers will show in the Kiosk screen after scanning with an option for the user to customize each offer

    Image Added

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

    • Loyalty points balance is not updated, since the guest is scanning an offer

    • Offer pre-selection is cleared

    Guest checks out and pays

    • Order number shows up on the screen

    • Receipt is printed (ideally the receipt would include the points earned and/or burned + the updated loyalty points balance)

    • Guest sees updated points balance

     

    ...