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This document will compare current customer journeys in BK ES current app to customer journeys in each phase during the loyalty migration. In Phases 1 & 2, we will migrate only the loyalty engine to RBI App; all the current UI of the SessionM app will remain the same except the rewards customer journey. In Phase 3, we will progressively migrate all users and the full UI from SessionM to RBI app.

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Phase 1 Changes: Loyalty Engine Migration

A differences in Phase 1 to what customers are used to today is that BK ES app will show RBI QR code with OTP (6 digit code) that refreshes every 5 minutes. Today BK ES' app only has a static QR code that does not refresh. Also, RBI Loyalty will become the source of truth for the app and the loyalty point balance of the guest. There will be no reward pre-selection and offers will continue showing static code.

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Steps

User Journey Today

User Journey During Phase 1

Guest opens the app in homepage

image-20240605-071034.png

No Changes

image-20240605-071037.png

Guest clicks on their Loyalty QR code to scan at Kiosk

  • Static BK ID shows for guest

image-20240605-071359.png

  • RBI 6 digit OTP shows to guests

  • OTP gets refreshed every 5 minutes

  • Rewards are deactivated and no rewards can be pre-selected in this stage yet.

Note

These changes are still in Development, so images are still not available.

Guest scans or inputs code into kiosk

  • Guest is identified in the kiosk and places order

  • Guest cannot add a reward to cart given they are disabled but guest can scan the static code for an offer and checkout with it

image-20240605-071924.png

No changes

image-20240605-071938.png

Guest accumulates basket in the Kiosk and pays for order

  • Guest sees order confirmation page in the kiosk

  • Guest gets receipt of order

No changes

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Phase 2 Changes: Loyalty Engine Migration

The main changes from Phase 1 to Phase 2, is that in Phase 2 rewards will be activated and the rewards that show on BK ES app will be queried from RBI Loyalty app. Rewards can be pre-selected in this phase, which was not available in BK ES app in the past. Also, the guest loyalty history page will be queried from RBI and transactions will show based on the transactions that are saved in the RBI app.

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