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What is the context and status quo of the opportunity |
In Iberia, the operations teams had the flexibility to manage the available payment methods through the previous tools (homeria and airtouch). Teams were used to request these changes and to get 24/7 support to implement them very fast, to adjust to the business requests.
Changing to RBI tools, there is no 24/7 support for the payment methods configurations. This can be an issue, especially when the team needs to disable a specific payment method very fast due to restaurants' requests.
As Iberia could lose flexibility to activate/deactivate the payment methods, this was identified as a migration gap.
🎯 Problem Statement
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Summary of the opportunity’s main findings and what is going to be addressed |
Restaurants need to activate/deactivate the payment methods to adjust to different business scenarios. Usually restaurants request to deactivate the offline payment methods (cash, voucher and dataphone).
These are the most common use cases:
Restaurants located in dangerous regions: they don’t want to use this payment method in-store, to avoid thefts.
some restaurants might disable these payment methods for all working hours;
some restaurants only disable these payment methods during the night period.
When there are only external drivers available for the home delivery: the external driver don’t accept offline payment methods, so these must be deactivated to avoid order cancelations.
Example: In PLK ES they had 35 transactions cancelations last month related to this issue. Offline payment method was available, but only external drivers were available and they didn’t accept the orders.
When the order was placed through a food aggregator (ex: uber, glovo, etc): these channels don’t accept offline payment methods, so these must be deactivated to avoid order cancelations.
Moreover, having the flexibility to configure the offline payment methods will allow the FZ to start using more payment methods.
Example: Dataphone payment method is available in BK PT, but it’s disabled. As the team can’t configure the payment methods per restaurant, they preferred to disable the payment method for all restaurans to avoid issues in places where it can’t be used.
❔ Expected Outcome
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What are the goals the opportunity is going to address |
Requirement | MoSCow matrix (Must, Should, Could) | Comments |
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As the FZ Operations team I want to be able to activate/deactivate offline payment methods by restaurant and channel, So that I can manage and adapt to the different business rules. | MUST |
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As The Operations teams I Want to automatically deactivate offline payment methods, for specific schedules, by restaurant and channel So that I avoid issues in restaurants located in dangerous regions. | COULD |
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Additional notes:
Offline payment methods = cash, voucher and dataphone.
Cash is the most relevant payment method, compared to the other offline payment methods.
For example, in BK ES they have never disabled vouchers. Although this may cause problems, it’s a corner case, as very few customers use this payment method.
Stakeholders that shared these requirements (all from operations teams):
BK PT: José Gomes and Diamantino Carvalho
BK ES: Jose Angel Lezama Mendoza
PLK ES: Iñigo Pellejero Rovira
📈 Success Metrics
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List here which are the metrics to look at to define success for the solution implemented. Use those KPIs to define the current status |
Reduce canceled orders
Start using new payment methods
❓ Open questions
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We need to constantly make this section empty. |
What should be the tool to do these configurations - Sanity or DOP?
Insights
1️⃣ Stakeholder Interviews
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