Table of contents

Definition

❓ Open questions

Requirements

Problem statement

Currently, we have a limitation on our platform that prevents us from configuring different images for the products on our the menu, depending on the purchase channel. service mode This makes it difficult to personalize the customer experience and the appropriate presentation of the products depending on the channel, be it home delivery, mobile ordering, kiosk or public letter (when the purchase channel is not yet known). As a result, we are unable to offer a consistent and visually appealing experience for our customers across every shopping channel.

Image Removed

Image Removed

Proposed Solution
To address this issue, we . By consequence, it can bring the following negative impacts:

1. Inconsistent User Experience: Images play a significant role in enhancing the user experience. Today the platform shows the same image for every type of service mode and along all the purchase process. Examples: the image selected for all the services modes includes a coke in a glass while in a delivery service it will come in a can; or the home delivery service cannot show the service of “delivery” itself. This inconsistency can erode brand trust and negatively impact user engagement.

2. Customer Frustration: If customers repeatedly encounter images that don't align with their expectations on a particular channel, they might become frustrated and disheartened.

3. Lower Conversion Rates: Images have a significant impact on user experience and the lack of consistency can bring to an indirect lower conversion rate.

Image AddedImage Added

Hypothesis

By providing the possibility to customize images by purchase channel and be consistent along the full purchase process, RBI aims to provide a more consistent UX and, through the data collection, bring to take decisions based on metrics and achieve better performaces in terms of clicks (CTR).

Success metrics

a) CTR (Click Through Rate) by channel

+ Iberia case: A/B testing implementation

N.B: an indirect impact could be generated to the Conversation Rate but the complexity to estimate it as one of many factors makes easier to focus just on CTR)

WL Solution

We propose to implement the ability to set different images for the products in our menu, depending on the selected purchase channelservice mode. This will allow for a visually appealing and personalized presentation of products on each channel, thus improving the customer experience and providing a more accurate representation of available products.

Example:

All services modes will be impacted by this new feature.

Design

Figma design here: https://www.figma.com/file/OnShL0eTp8W3E1iOoSz1d1/Discovery?type=whiteboard&node-id=1043-25300&t=QjRqyPN3xf0Ep4vi-4

Architectural Diagram

Image Added

https://lucid.app/lucidchart/0af15917-7f95-4f8c-900d-6577c594f8c5/edit?viewport_loc=529%2C-163%2C1971%2C1005%2C0_0&invitationId=inv_2d601fa6-c317-421a-bcbc-62a764f9058f

Assumptions

Schroer, Gabriel here we need to list the design specs to be applied for the images according to the brand guidelines

Acceptance Criteria

1. Overall goal:

   1. The platform must allow assigning specific images to the products on the menu according to the purchase channel: home delivery, mobile ordering, kiosk and public menu.

   2. The configuration of the images must be done from Sanity.

2. Viewing Images:

   1. When displaying the menu on the home delivery channel, only images configured specifically for that channel should be displayed.

   2. When displaying the letter in the mobile ordering channel, only images configured specifically for that channel should be displayed.

   3. When displaying the menu on the kiosk channel, only images configured specifically for that channel should be displayed.

   4. When displaying the chart in the public chart channel, only images configured specifically for that channel should be displayed.

   5. If there is no image configured for the selected channel, show the public card image as the first rule and if it is not available to use the other channels as well.

3. Image Priority Rule:

   1. If a specific image has not been configured for the selected purchasing channel, the image configured for the public letter should be displayed as the first option.

   2. In case there is no image available for the public letter, the image configured for the home delivery channel should be used as a second option.

   3. If there is also no image available for the home delivery channel, the image configured for the mobile ordering channel should be used as the third option.

4. Catalog update:

   1. For the release of the configurable images per purchasing channel functionality, an ad hoc update of the product catalog must be performed to automatically replicate the currently registered image to all remaining image options.

   2. During the ad hoc update, all images that do not have a specific configuration for a shopping channel should be replaced with the currently registered image.

Success metrics

🤔 Assumptions

Solution

Scenarios

Scenario 1: xxx

Steps

Expected results

Do this

Expect that

Design

Figma design here: [insert link]

2. Platforms: Web, Android and IOS

3. Brands: all - PLK ES, BK ES and BK PT

4. Service modes: Home Delivery, Pick-up, Dine-in and Table Service

   1. It also includes “Public Letter” → Public Menu → It means the menu NOT linked with any selected restaurant / delivery.

   2. Regarding kiosk, impacts on kiosk app are out-of-scope, but we can add a slot image in Sanity for it (to be used in the future, although it’s not mandatory for development).

5. Images in scope:

   1. Menu: Picker Combo and Item (also in the check-out and in the customization/extra)

Image Added

Image Added

Image Added

Image AddedImage Added

b. Additional flows to be considered:

• Cart✅ → Cart items will look like (in terms of channel image) as they were when put in the cart. It means that if the customer changes the channel later, cart item images will not be changing dynamically. Can be an improvement.

Image Added

• Recent Orders✅ → The recent order items will look like (in terms of channel image) as they were when purchased (registered in DB). It means that if the customer changes the channel, recent order item images will not be changing accordingly.

  Image Added

• Images out-of-scope ()

  • Home

    • Image Added

  • Offers

  Image Added

  • Rewards

    Image Added

• Catalog Update: existing image configuration as fallback option and include new ones per channel in order to override it optionally.

6. Out of scope: localization and language

•  Reviewed by Paula Winter
•  Reviewed by Semih Yildirim
•  Reviewed by Andrea Ruani
•  Reviewed by Raphael Gomes
•  Reviewed by

Release