This page documents the expected user experience when RBI guests are placing orders using a kiosk. Part the Kiosk, part of In-Store Loyalty & Offers Customer Journey
Contents
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Work in progress, not ready to review Need to add:
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1.1. While signed out
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This scenario is only available if the market has made open offers available to their guests. |
1.2. Using the Loyalty Code
In this scenario, guests do not pre-select any offers and instead start their journey by scanning their Loyalty code at the kiosk.
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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 taps on the Kiosk screen to start a new order
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Loyalty sign in page shows up on the Kiosk and scanner becomes active
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N/A
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Guest opens the Loyalty code page on the RBI app
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N/A
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Loyalty code page is displayed:
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Guest scans the loyalty code
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Kiosk authenticates the guest and shows the home page
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Scanner remains active
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Guest receives a successful confirmation modal
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Using the Kiosk screen, guest adds items to the basket
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Basket updated in the Kiosk UI
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No changes
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Guest opens an offer on the RBI app, chooses to redeem in restaurant and scans it
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Offer is added to basket and guest has the option to personalize the offer
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Currently selected items remain in the cart, unchanged
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Modal is shown to guest confirming that the offer has been added to cart
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No loyalty points are added, since the guest is scanning an offer
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Guest checks out and pays
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Order number shows up on the screen
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Receipt is printed
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Guest sees a confirmation of points balance
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1.3. Using offer pre-selection
In this scenario, guests pre-select offers on the RBI app and continue their journey in the kiosk by scanning the generated code. Then they add more offers to their basket by choosing those offers in the app and scanning them.
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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 opens an offer on the RBI app
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N/A
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Offer page is displayed:
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Guest taps “Use at restaurant”
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N/A
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Offer is added to the guest’s pre-selection
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A unique offer code is generated
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Guest opens another offer and taps “Use at restaurant”
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N/A
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A second offer is added to the guest’s pre-selection
Another unique code is generated
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Guest taps on the Kiosk screen to start a new order
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Loyalty sign in page shows up on the Kiosk and scanner becomes active
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N/A
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Guest scans the loyalty code
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Kiosk authenticates the guest and shows the home page
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The two pre-selected offers are added to the basket
Scanner remains active
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Guest receives a successful confirmation modal
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No loyalty points are added, since the guest is scanning offers
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Guest opens an offer on the RBI app, chooses to redeem in restaurant and scans it
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Offer is added to basket and guest has the option to personalize the offer
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Currently selected items remain in the cart, unchanged
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Modal is shown to guest confirming that the offer has been added to cart
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No loyalty points are added, since the guest is scanning an offer
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Guest checks out and pays
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Order number shows up on the screen
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Receipt is printed
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Guest sees a confirmation of points balance
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1.4. Limit one offer per purchase
2. Redeem rewards
2.1. While signed out
This is not possible. Rewards are only available to guests who have an account and have enrolled in the Loyalty program.
2.2. Using the Loyalty Code
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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 taps on the Kiosk screen to start a new order
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Loyalty sign in page shows up on the Kiosk and scanner becomes active
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N/A
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Guest opens the Loyalty code page on the RBI app
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N/A
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Loyalty code page is displayed:
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Guest scans the loyalty code
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Kiosk authenticates the guest and shows the home page
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Scanner remains active
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Guest receives a successful confirmation modal
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Using the Kiosk screen, guest adds items to the basket
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Basket updated in the Kiosk UI
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No changes
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Guest opens an offer on the RBI app, chooses to redeem in restaurant and scans it
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Offer is added to basket and guest has the option to personalize the offer
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Currently selected items remain in the cart, unchanged
...
Modal is shown to guest confirming that the offer has been added to cart
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No loyalty points are added, since the guest is scanning an offer
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Guest checks out and pays
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Order number shows up on the screen
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Receipt is printed
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Guest sees a confirmation of points balance
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2.3. Using reward pre-selection
2.4. Limit one reward per purchase
3. Select offers in the Kiosk
4. Select rewards in the Kiosk
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What happens when we allow choosing rewards from the kiosk UI? Would the app be updated in real time? If not, how do we ensure that guests don’t add more rewards to the basket than what they can redeem? |
5. Edge cases
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To be added |
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The purpose of these documents is to provide clear explanations of the functional loyalty processes.
The screenshots and UI elements are for illustrative purposes only and should not be considered as recommendations.