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This page documents the expected user experience when RBI guests redeem rewards when they place orders using the Kiosk, part of Customer Journey Scenarios - Kiosk. See also Kiosk - Redeem Offers and Kiosk - Edge Cases.

Info

Note:

  • Adding a modifier(s) to a reward could have an extra cost

  • Cost is set by the market and Kiosk/POS vendor

  • Example: extra patty on a Whopper reward costs $1 more than the base reward price of $0

Contents

Table of Contents

...

Steps

Expected results (Kiosk)

Expected results (RBI app)

Loyalty API usage (Kiosk)

Guest looks at the Kiosk screen

  • A page shows up inviting the guest to start an order

  • No action

  • No action

Guest touches the screen to start a new order

  • Guest is prompted to sign in

  • No action

  • No action

Guest decides to continue without signing in

  • Kiosk order screen show up:

  • Guest can sign in at any time by using the scanner or touching a sign in button

  • No action

  • No action

Guest taps on the rewards tab

Info

Note: this step is only possible if the market has decided to allow showing rewards on the UI.

  • Guest sees a list of locked rewards. If a market has decided to not show rewards when users are signed out, the rewards tab would not be available in the Kiosk UI

  • No action

Guest chooses to add menu items instead, checks out and pays

  • Order number shows up on the screen

  • Receipt is printed

Info

Note: (optional)guests would be shown the number of points they could have earned, and they are prompted to sign up for their next order

  • No action 

  • No action

...

Steps

Expected results (Kiosk)

Expected results (RBI app)

Loyalty API usage (Kiosk)

Guest opens the Loyalty code page on the RBI app

  • N/A

  • Loyalty code page is displayed:

  • No action

Guest taps on the Kiosk screen to start a new order

  • Loyalty sign in page shows up on the Kiosk and scanner becomes active

  • N/A

  • No action

Guest scans the loyalty code or inputs 6 digit code in Kiosk

  • Kiosk authenticates the guest and shows the home page

  • Scanner remains active

  • Guest receives a successful confirmation modal

  • Call the Identify endpoint, which will return the Loyalty User ID, loyalty points balance and a transaction ID

Guest opens an reward on the RBI app, chooses to redeem in restaurant

  • No action

  • Reward is added to the guest’s pre-selection

  • A unique reward code is generated

  • No action

Guest either scans the reward’s QR code or inputs 6 digit code into Kiosk

  • Pre-selected reward(s) are shown on the Kiosk and guest has an option to customize

  • Modal is shown to guest confirming that the reward has been added to cart

  • The reward’s loyalty points cost is temporarily subtracted from the guest’s loyalty points balance at this moment

  • Reward pre-selection is cleared

  • Keep track of the current basket contents including rewards

  • Call the Identify endpoint again, which will create a new transaction ID and return selected reward(s)

  • Void the previous transaction

  • Wait for Void Confirmation

  • Call the Update endpoint with all of the Kiosk basket contents and a status of PENDING

Guest customizes rewards at will and touches confirm

Info

Note: extra customization prices are controlled by market and Kiosk vendor (e.g. price for adding 5 extra patties to the selected reward)

These

Guest customizes reward(s) at will and adds to basket

  • The reward(s) are incrementally added to the cart and do does not replace any of the existing cart items

Info

Note: If a reward can’t be redeemed because the reward rules are not met, the Kiosk displays a modal to the guest explaining why the reward can’t be added to cart

  • No actionNo action

  • Call the Transaction Validate endpoint to verify that the current basket selection is valid

  • Note that the call above may return errors. Please refer to Loyalty API - Error List for details.

  • Call the Update endpoint with all of the Kiosk basket contents and a status of PENDING

On the Kiosk UI, navigates to the rewards page

Info

Note: this step is only possible if the market has decided to allow showing rewards on the UI.

  • Rewards are displayed

  • No action

Guest adds a reward to basket

  • Guest selects and adds reward to cart

  • These reward(s) are incrementally added to the cart and do not replace any of the existing cart items

  • The reward’s loyalty points cost is temporarily subtracted from the guest’s loyalty points balance in the app

  • No modal is shown

  • Call the Transaction Validate endpoint to verify that the current basket selection is valid

  • Note that the call above may return errors. Please refer to Loyalty API - Error List for details.

  • Call the Update endpoint with all of the Kiosk basket contents and a status of PENDING

Guest remove removes a reward from basket

  • Guest removes a reward from Kiosk basket

  • The reward’s loyalty points is temporarily added back to the guest’s loyalty points balance in the app

  • No modal is shown

  • Call the Transaction Validate endpoint to verify that the current basket selection is valid

  • Note that the call above may return errors. Please refer to Loyalty API - Error List for details.

  • Call the Update endpoint with all of the Kiosk basket contents and a status of PENDING

Guest goes to checkout screen

  • Guest sees list of all chosen items in basket

Info

Note: If an reward can’t be redeemed because the reward rules are not met, the Kiosk displays a modal to the guest explaining why the reward can’t be added to cart

  • No action

  • Call the Transaction Validate endpoint to verify that the current basket selection is valid

  • If Transaction Validate was called above when rewards were added to the basket, there is less probability of errors but they could still happen due to issues with regular menu items.

  • Note that the call above may return errors. Please refer to Loyalty API - Error List for details.

Guest checks out and pays

  • Order number shows up on the screen

  • Receipt is printed

  • Guest sees updated points balance

 

  • Call the Transaction Update endpoint with a status of CLAIMED

...

Steps

Expected results (Kiosk)

Expected results (RBI app)

Loyalty API usage (Kiosk)

Guest opens a reward on the RBI app

  • No action

  • Reward page is displayed:

  • No action

Guest taps “Redeem in Restaurant”

  • No action

  • Reward is added to the guest’s pre-selection

  • A unique reward code is generated

  • No action

Guest taps on the Kiosk screen to start a new order

  • Loyalty sign in page shows up on the Kiosk and scanner becomes active

  • N/A

  • No action

Guest either scans the reward’s QR code or inputs 6 digit code into Kiosk

  • Pre-selected reward(s) are shown on the Kiosk and guest has an option to customize

  • Modal is shown to guest confirming that the reward has been added to cart

  • The reward’s loyalty points cost is temporarily subtracted from the guest’s loyalty points balance at this moment

  • Reward pre-selection is cleared

  • Call the Identify endpoint, which will return the Loyalty User ID, a list of reward(s) pre-selected, loyalty points balance and a transaction ID

Guest customizes rewards at will and touches confirm

  • These reward(s) are incrementally added to the cart and do not replace any of the existing cart items

Image Removed

  • No action

  • No action

Guest opens a second reward on the RBI app, chooses to redeem in restaurant

Info

Note: the flow is exactly the same if the guest pre-selects multiple rewards.

  • No action

  • Only the second reward is added to the guest’s pre-selection

  • A unique reward code is generated

  • No action

Guest either scans the second reward’s QR code or inputs 6 digit code into Kiosk

  • Pre-selected reward(s) are shown on the Kiosk and guest has an option to customize

  • Modal is shown to guest confirming that the reward has been added to cart

  • The reward’s loyalty points cost is temporarily subtracted from the guest’s loyalty points balance at this moment

  • Reward pre-selection is cleared

  • Keep track of the current basket contents including rewards

  • Call the Identify endpoint again, which will create a new transaction ID and return the selected reward(s)

  • Void the previous transaction

  • Wait for Void Confirmation

  • Call the Update endpoint with all of the Kiosk basket contents and a status of PENDING

Guest customizes rewards at will and touches confirm

These

Guest customizes reward(s) at will and adds to basket

  • The reward(s) are incrementally added to the cart and do does not replace any of the existing cart items

  • No action

No action
Info

Note: If a reward can’t be redeemed because the reward rules are not met, the Kiosk displays a modal to the guest explaining why the reward can’t be added to cart

  • No action

  • Call the Transaction Validate endpoint to verify that the current basket selection is valid

  • Note that the call above may return errors. Please refer to Loyalty API - Error List for details.

  • Call the Update endpoint with all of the Kiosk basket contents and a status of PENDING

On the Kiosk UI, navigates to the rewards page

Info

Note: this step is only possible if the market has decided to allow showing rewards on the UI.

  • Rewards are displayed

  • No action

Guest adds a reward to basket

  • Guest selects and adds reward to cart

  • These reward(s) are incrementally added to the cart and do not replace any of the existing cart items

  • The reward’s loyalty points cost is temporarily subtracted from the guest’s loyalty points balance in the app

  • No modal is shown

  • Call the Transaction Validate endpoint to verify that the current basket selection is valid

  • Note that the call above may return errors. Please refer to Loyalty API - Error List for details.

  • Call the Update endpoint with all of the Kiosk basket contents and a status of PENDING

Guest removes first reward from order

  • Guest removes the first reward from the Kiosk cart

  • Basket is updated accordingly

  • Guest sees the first reward’s loyalty points returned to their loyalty points balance in the app

  • No modal is shown

  • Call the Transaction Validate endpoint to verify that the current basket selection is valid

  • Note that the call above may return errors. Please refer to Loyalty API - Error List for details.

  • Call the Update endpoint with all of the Kiosk basket contents and a status of PENDING

Guest goes to checkout screen

  • Guest sees list of all chosen items in basket

Info

Note: If an reward can’t be redeemed because the reward rules are not met, the Kiosk displays a modal to the guest explaining why the reward can’t be added to cart

  • No action

  • Call the Transaction Validate endpoint to verify that the current basket selection is valid

  • Note that the call above may return errors. Please refer to Loyalty API - Error List for details.

Guest checks out and pays

  • Order number shows up on the screen

  • Receipt is printed

  • Guest sees updated points balance

 

  • Call the Transaction Update endpoint with a status of CLAIMED

...

Steps

Expected results (Kiosk)

Expected results (RBI app)

Loyalty API usage (Kiosk)

Guest opens a reward on the RBI app

  • No action

  • Reward page is displayed:

  • No action

Guest taps “Redeem in Restaurant”

  • No action

  • Reward is added to the guest’s pre-selection

  • A unique reward code is generated

  • No action

Guest taps on the Kiosk screen to start a new order

  • Loyalty sign in page shows up on the Kiosk and scanner becomes active

  • N/A

  • No action

Guest either scans the reward’s QR code or inputs 6 digit code into Kiosk

Info

Note: the pre-selected reward(s) will show in the Kiosk screen after scanning with an option for the user to customize it

  • Reward(s) are shown on the Kiosk and guest has an option to customize

  • Modal is shown to guest confirming that the reward has been added to cart

  • The reward’s loyalty points cost is temporarily subtracted from the guest’s loyalty points balance at this moment

  • Reward pre-selection is cleared

  • Call the Identify endpoint, which will return the Loyalty User ID, the pre-selected reward, the loyalty points balance and a transaction ID

Guest customizes rewards reward at will and touches confirm

These reward(s) are

adds to basket

  • This reward is incrementally added to the cart and do does not replace any of the existing cart items

Info

Note: If a reward can’t be redeemed because the reward rules are not met, the Kiosk displays a modal to the guest explaining why the reward can’t be added to cart

  • No actionNo action

  • Call the Transaction Validate endpoint to verify that the current basket selection is valid

  • Note that the call above may return errors. Please refer to Loyalty API - Error List for details.

Guest opens a second Reward on the RBI app, chooses to redeem in restaurant

  • No action

  • User will see modal in the app letting user know, user can only add 1 reward per order and prompting user to replace reward in basket with newly selected reward

  • No action

Guest taps Replace

  • No action

  • New Reward is added to the guest’s pre-selection and the old reward is removed from pre-selection cart

  • No action

Guest either scans the reward’s QR code, or tells the 6 digit code to the cashier

  • New reward replaces the previous selected reward in the POS basket

  • Other items in the POS basket are not removed or replaced

  • Modal is shown to guest confirming that the reward has been added to the POS basket

  • The replaced reward’s loyalty points are returned to user balance

  • The new reward’s loyalty points cost is temporarily subtracted from the guest’s loyalty points balance

  • Loyalty points that will be accrued after the order will not be added to the guest’s loyalty points balance at this stage

  • Reward pre-selection is cleared

  • Keep track of the current basket contents including the past scanned reward

  • Call the Identify endpoint again, which will create a new transaction ID with the new reward

  • Void the previous transaction

  • Wait for Void Confirmation

  • Replace the previous reward in the basket with the new reward

  • Call the Update endpoint with all of the Kiosk basket contents and a status of PENDING

On the Kiosk UI, navigates to the rewards page

Info

Note: this step is only possible if the market has decided to allow showing rewards on the UI.

  • Rewards are displayed

  • No action

Guest adds a reward to basket

Guest selects and adds reward to cart

Guests selects reward in Kiosk screen

  • Guest sees message in the Kiosk letting user know, user can only add 1 reward per order and prompting user to replace reward in basket with newly selected reward

  • No action

  • No action

Guest clicks on Replace reward

  • New reward replaces the previous selected reward in the Kiosk basket

  • Other items in the Kiosk basket are not removed or replaced

  • The reward’s loyalty points cost is temporarily subtracted from the guest’s loyalty points balance in the app

  • No modal is shown

  • Call the Update endpoint with all of the Kiosk basket contents and a status of PENDING

Guest goes to checkout screen

  • Guest sees list of all chosen items in basket

Info

Note: If an reward can’t be redeemed because the reward rules are not met, the Kiosk displays a modal to the guest explaining why the reward can’t be added to cart

  • No action

  • Call the Transaction Validate endpoint to verify that the current basket selection is valid

  • Note that the call above may return errors. Please refer to Loyalty API - Error List for details.

Guest finalizes the order and pays at Kiosk

  • Kiosk prints receipt with points earned & points balance

  • Guest sees updated points balance

 

  • Call the Transaction Update endpoint with a status of CLAIMED

...