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This document will draft out the enablement plan for BK DE Loyalty. We will include risks to the launch and actions to take if those risks happen

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  • Navigation Bar in Sanity (tick)

    • ACTION: push content of navigation bar from staging to production on launch date (tick)

  • Vendor Config

    • All Toshiba PLUs for Reward and Offers need to be included inside the Partner field in Sanity

    • Users cannot redeem Rewards on Delivery service mode

  • Day Part:

  • Double check on Lokalise Strings to ensure all strings are translated to German

    • ACTION: Change all “MyBK” strings to “MyBurgerKing”

      • signUp (tick)

      • signInOrCreateAccount - MyBK Konto und Registrierung (tick)

      • Register (tick)

    • ACTION: Update sign up / sign in strings in terms and condition

      • acceptTermsAndPrivacyIntro -Ich akzeptiere die {termsOfServiceLink} und möchte Kronen sammeln, um personalisierte Angebote und Prämien zu erhalten. Es gilt unsere {privacyPolicyLink}.(tick)

      • termsOfService - Nutzungsbedingungen (tick)

      • acceptEmailsAndSpecialOffers.bk- Ich möchte E-Mails mit Aktionen zu Burger King Produkten und MyBurgerKing erhalten. (tick)

      • privacyPolicy - Datenschutzerklärung (tick)

    • ACTION: Update Store Locator loyalty strings that indicates if restaurant has loyalty

      • loyaltyStoreLocatorInStore - Update it to MyBurgerKing (tick)

      • loyaltyStoreLocatorMobile - Update to empty (tick)

      • redeemAtRestaurant - Zum Code hinzufügen und einlösen (tick) - need to test in production

    • ACTION:

      • signUpToGetStartedWith - Jetzt anmelden und Vorteile genießen {rewardsPolicyLink} (tick)

      • royalPerks - von MyBurgerKing (tick)

    • ACTION:
      loyaltyBannerLoggedOutMessage - Herzlich Willkommen! Mit jedem Einkauf kannst du Kronen sammeln und sie zum Einlösen von Prämien verwenden. (tick)

  • Loyalty Static page in Sanity (tick)

  • Marketing Tile in Sanity (tick)

    • ACTION: Push the new marketing tiles to production (tick)

  • Feature Loyalty UI (tick)

    • Ensure all the fields are filled in for German and English languages and push to production

    • Push to production Loyalty Not Authenticated dropdown to include loyalty incentive information for users to login. When users are logged out and click on “MyCode” navigation bar button, they will see this information.

...

Risk Description

Impact

Likelihood

Mitigation Strategy

Go/No-go Decision

1

Less than 80% of franchisees have been onboarded.

High – poor UX, large potential impact on sales since many stores wouldn’t accept offers (high % of market sales).

High – very fragmented franchisee system, slow progress so far.

  • Escalate with franchisee.

  • Align on specific %.

Not launch. Wait until % is reached.

2

Forter integration not complete.

Medium – fraud concerns, users could create multiple accounts to abuse initial point balance.

None – integration completed.

  • Engage with Forter’s technical onboarding team asap.

Launch, enable Forter post-loyalty launch.

3

Tillster hasn't complete full integration (i.e. multi-scanning, deposits).

Medium – Reward and Offers cannot be scanned multiple times in the same order in Tillster Kiosks

Low – Tillster has committed to mid December to finish multi-scanning and deposits Dev work

  • Follow up with Tillster weekly on Dev work progress

Launch, have clear communication in Tillster Kiosks letting users know they can only scan once. Have plan to enable multi-scanning in next couple of weeks

4

Ops trainings not complete.

High – Loyalty launch requires a significant change in customer behavior which needs to be supported by stores' team members.

Low – Loyalty flows for stores with loyalty are aligned. Pending alignment on stores w/o loyalty.

  • Share with all franchisees training for loyalty and non-loyalty restaurants.

Not Launch, wait until training is complete.

5

Comms not ready.

High – guests might not understand the loyalty program.

Low

  • Follow up with BK DE

Not Launch, wait until communications are ready.

6

Reporting not ready.

Low – this will not affect the user journey.

Medium – work still ongoing as of end of Nov. Requires coordination with Sotec.

  • Have weekly checkpoints with Sotec.

  • Track on Monday.com.

Launch. Send data manually until required reports are ready.

Learnings

  1. Have someone from Loyalty team be present in market on the day of launch to check all user journeys in Kiosk and POS are working as expected

  2. Update all users to the most recent version of the app

  3. Ensure that all users have a loyalty ID

  4. In ALL the trainings explain to restaurant operators about the pre-selection new flow

  5. Have a fallback system for when QR codes don’t load

...