Overview
This page documents the expected user experience when RBI guests are placing orders using the POS. Part of , as part of Loyalty API - In-Store Loyalty & Offers Customer Journey
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Work in progress, not ready to review |
Contents
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1.1. While signed out
In this scenario, guests do not sign in to the RBI app and they want to use open offers. They scan two different offers in the same order.
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This scenario is only available if the market has made open offers available to their guests. |
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Steps
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Expected results (POS)
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Expected results (RBI app)
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Guest opens the RBI app without signing in, and selects an offer that is not available when users are signed out (known as a “closed offer”)
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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 closed so guest is prompted to Sign In
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Guest is worried about his privacy and decides not to use this offer.
Guest opens an offer that is available when users are signed out (known as an “open offer”)
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Note: markets that don’t use scanners do not show a QR code in the RBI app, only the alphanumerical code |
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No action
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Guest sees QR code and Offer Static code
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Cashier is prompted to add a loyalty code
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Cashier asked if guest is a loyalty member:
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Cashier select “Cancel”, since the guest is not signed in
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No action
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Guest either scans the (static) offer code, or tells the alphanumerical code to the cashier
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If guest does not scan the QR code, cashier can enter the static alphanumerical code
Offer is added to the POS basket
This offer is incrementally added to the cart and does not replace any of the existing cart items
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No action
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Guest opens a second offer that is available when users are signed out (known as an “open offer”)
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No action
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Guest sees QR code and Offer Static code
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Guest either scans the (static) offer code, or tells the alphanumerical code to the cashier
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If guest does not scan the QR code, cashier can enter the static alphanumerical code
Offer is added to the POS basket
This offer is incrementally added to the cart and does not replace any of the existing cart items
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No action
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Cashier finalizes the order and guest pays at POS
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POS prints receipt with order information
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N/A
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 POS. The guest in this scenario does a second scan to add an offer after the initial identification.
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Steps
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Expected results (POS)
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Expected results (RBI app)
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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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Cashier is prompted to add a loyalty code
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Cashier asked if guest is a loyalty member:
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No action
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Guest either scans the loyalty code, or tells the 6 digit code to the cashier
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If guest does not scan the QR code, cashier can enter the 6 digit Loyalty code:
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Either by scanning or entering the code, POS confirms successful identification:
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Guest receives a successful confirmation modal
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Guest opens an offer on the RBI app, chooses to redeem in restaurant
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No action
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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 either scans the offer’s QR code, or tells the 6 digit code to the cashier
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Either by scanning or entering the code, POS confirms successful identification:
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These offer(s) are incrementally added to the cart and do not replace any of the existing cart items
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Modal is shown to guest confirming that the offer has been added to cart
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Loyalty points balance is not updated, since the guest is scanning an offer
Offer pre-selection is cleared
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Cashier finalizes the order and guest pays at POS
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POS prints receipt with points earned & points balance
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Guest sees updated 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 (POS)
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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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Cashier is prompted whether the Guest has loyalty, and confirms
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Cashier asked if guest is a loyalty member and clicks on “Ok”
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No action
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Guest either scans the offer code, or tells the 6 digit code to the cashier
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Either by scanning or entering the code, POS confirms successful identification (since the offer code also identifies the Loyalty user):
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Offer is added to POS cart
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Guest receives a successful confirmation modal
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Offer pre-selection is cleared
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Guest opens a second offer on the RBI app, chooses to redeem in restaurant
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Note: the flow is exactly the same if the guest pre-selects multiple offers. |
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No action
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Only the second offer is added to the guest’s pre-selection
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A unique offer code is generated
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Guest either scans the offer’s QR code, or tells the 6 digit code to the cashier
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Either by scanning or entering the code, POS confirms successful identification:
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These offer(s) are incrementally added to the cart and do not replace any of the existing cart items
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Modal is shown to guest confirming that the offer has been added to cart
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Loyalty points balance is not updated, since the guest is scanning an offer
Offer pre-selection is cleared
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Cashier finalizes the order and guest pays at POS
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POS prints receipt with points earned & points balance
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Guest sees updated points balance
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1.4. Limit one offer per purchase
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This scenario only happens if the market has decided to limit redemption of one offer per purchase. This is currently the case in BK UK for example. |
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Steps
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Expected results (POS)
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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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Cashier is prompted whether the Guest has loyalty, and confirms
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Cashier asked if guest is a loyalty member and clicks on “Ok”
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No action
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Guest either scans the offer code, or tells the 6 digit code to the cashier
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Either by scanning or entering the code, POS confirms successful identification (since the offer code also identifies the Loyalty user):
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Offer is added to POS cart
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Guest receives a successful confirmation modal
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Offer pre-selection is cleared
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Guest opens a second offer on the RBI app, chooses to redeem in restaurant
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No action
User will see modal in the app letting user know, use can only add 1 offer per order and prompting user to replace
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Guest taps Replace
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No action
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New offer is added to the guest’s pre-selection and old offer is removed from pre-selection cart
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Guest either scans the offer’s QR code, or tells the 6 digit code to the cashier
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New offer replaces the previous selected offer in the POS basket
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Modal is shown to guest confirming that the offer has been added to the POS basket
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Loyalty points balance is not updated, since the guest is scanning an offer
Offer pre-selection is cleared
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Cashier finalizes the order and guest pays at POS
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POS prints receipt with points earned & points balance
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Guest sees updated points balance
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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
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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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2.3. Using reward pre-selection
2.4. Limit one reward per purchase
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This scenario only happens if the market has decided to limit redemption of one reward per purchase. This is currently the case in PLK ES and BK ES for example. |
3. Select offers in the Kiosk
3.1. While signed out
3.2. While signed in
3.3. Limit one offer per purchase
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This scenario only happens if the market has decided to limit redemption of one offer per purchase. This is currently the case in BK UK for example. |
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? |
4.1. While signed out
4.2. While signed in
4.3. Limit one reward per purchase
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This scenario only happens if the market has decided to limit redemption of one reward per purchase. This is currently the case in PLK ES and BK ES for example. |
5. Edge cases
5.1. Switch users
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The purpose of these documents is to provide clear explanations of the functional loyalty processes. Screenshots and UI elements are for illustrative purposes only and should not be considered recommendations.
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Best Practices for POS systems:
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