This page documents the expected user experience when RBI guests are placing orders using the Kiosk, part of In-Store Loyalty & Offers Customer Journey.
Scenarios are broken down by offer and reward pre-selection and scanning, to make the different flows clear, but it is expected that customers can redeem both offers and rewards in the same order.
The are some variations possible depending on configurations chosen by different markets:
Whether the market uses open offers (i.e. offers that can be redeemed by guests who are not signed in). In markets that don’t allow open offers, its not possible to redeem offers while signed out. Closed offers are offer that are only available to guests that are signed in.
Whether the market allows offer selection using the Kiosk UI. This decision has been shown to have a PNL impact, so some markets don’t want this to be an option.
Whether the market allows redemption of multiple offers or multiple rewards in the same order. In markets that do not allow multiple offer/reward redemption, the UI (both on the RBI app and Kiosk) must make it clear to guests when they are replacing an existing selection with a new selection.
Whether the market uses QR code scanners. If not, the kiosk UI must allow guests to enter the loyalty or offer codes manually.
Contents
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1. Redeem offers
1.1. While signed out
In this scenario, guests do not sign in to the RBI app or the Kiosk, and they use an open offer. This scenario includes markets that have decided to allow showing offers on the Kiosk UI and markets that have decided not to show offer on the Kiosk UI.
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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 looks at the Kiosk screen
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A page shows up inviting the guest to start an order
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N/A
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Guest touches the screen to start a new order
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Guest is prompted to sign in
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No action
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Guest decides to continue without signing in
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Kiosk order screen show up. This screen does not show either offers or rewards tabs
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Guest can sign in at any time by using the scanner or touching a sign in button
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No action
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Guest taps on the Offers tab
| Info |
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Note: this step is only possible if the market has decided to allow showing offers on the UI. |
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Guest sees a list of offers. If offers are closed, they show up as locked and there is a clear way for guests to sign up to use them. If offers are open and the market has decided to show open offers, then it should be possible for guests to add them to their basket.
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No action
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Guest opens the RBI app without signing in, and selects an offer that is available when users are signed out (known as a “open offer”)
| Info |
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Note: this is only available in markets that allow open offers. |
| Info |
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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. In this case, the Kiosk must provide a way for guests to enter the code manually. |
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No action
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Offer page is displayed:
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Guest scans offer (static) alphanumerical code
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Offer is added to the basket
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If the offer was configured for single redemption use, it will disappear from teh app after 15 minutes
For static codes, we don’t show a confirmation in the RBI app
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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
Ideally, guests would be shown the number of points they could have earned, and they are prompted to sign up
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No action
1.2. Authenticating with 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. 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 (Kiosk)
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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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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 or inputs 6 digit code in Kiosk
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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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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 inputs 6 digit code into Kiosk
| Info |
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Note: if a user pre-selects more offers in the app, all pre-selected offers will show in the Kiosk screen after scanning with an option for the user to customize each offer |
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Offer(s) are shown on the Kiosk and guest has an option to customize
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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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Guest customizes offers at will and touches confirm
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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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No action
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On the Kiosk UI, navigates to the offers page
| Info |
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Note: this step is only available in markets that have decided to show offers on the Kiosk UI. |
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Offers are displayed:
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No action
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Guest selects an offer
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Details displayed
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No action
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Guest adds offer to basket
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Added incrementally
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No action
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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 (ideally the receipt would include the points earned and/or burned + the updated loyalty 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 (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 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 either scans the offer’s QR code or inputs 6 digit code into Kiosk
| Info |
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Note: if a user pre-selects more offers in the app, all pre-selected offers will show in the Kiosk screen after scanning with an option for the user to customize each offer |
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Offer(s) are shown on the Kiosk and guest has an option to customize
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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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Guest customizes offers at will and touches confirm
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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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No action
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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
A unique offer code is generated
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Guest either scans the offer’s QR code or inputs 6 digit code into Kiosk
| Info |
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Note: if a user pre-selects more offers in the app, all pre-selected offers will show in the Kiosk screen after scanning with an option for the user to customize each offer |
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Offer(s) are shown on the Kiosk and guest has an option to customize
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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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Guest customizes offers at will and touches confirm
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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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No action
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On the Kiosk UI, navigates to the offers page
| Info |
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Note: this step is only available in markets that have decided to show offers on the Kiosk UI. |
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Offers are displayed:
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No action
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Guest selects an offer
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Details displayed
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No action
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Guest adds offer to basket
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Added incrementally
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No action
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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 (ideally the receipt would include the points earned and/or burned + the updated loyalty points balance)
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Guest sees updated points balance
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1.4. Limit one offer per purchase
| Info |
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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 (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 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 or inputs 6 digit code in Kiosk
| Info |
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Note: the pre-selected offer will show in the Kiosk screen after scanning with an option for the user to customize it |
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Offer is shown on the Kiosk and guest has an option to customize
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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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Guest opens a second offer on the RBI app, chooses to redeem in restaurant
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No action
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User will see modal in the app letting user know that only 1 offer can be added per order and prompting user to replace current offer
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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 inputs 6 digit code into Kiosk
| Info |
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Note: the pre-selected offer will show in the Kiosk screen after scanning with an option for the user to customize it |
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New offer replaces the previous selected offer in the Kiosk basket
Other items in the Kiosk basket are not removed or replaced
New offer is added to basket and guest has the option to personalize the offer
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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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On the Kiosk UI, navigates to the offers page
| Info |
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Note: this step is only available in markets that have decided to show offers on the Kiosk UI. |
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Offers are displayed:
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No action
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Guest selects an offer
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Details displayed
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No action
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Guest adds offer to basket
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Guest sees modal in the Kiosk letting user know that only 1 offer can be added per order and prompting user to replace current offer
Example screen to be added here when available
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No action
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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 (ideally the receipt would include the points earned and/or burned + the updated loyalty 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.
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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 looks at the Kiosk screen
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A page shows up inviting the guest to start an order
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N/A
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Guest touches the screen to start a new order
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Guest is prompted to sign in
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No action
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Guest decides to continue without signing in
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Kiosk order screen show up:
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Guest can sign in at any time by using the scanner or touching a sign in button
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No action
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Guest taps on the rewards tab
| Info |
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Note: this step is only possible if the market has decided to allow showing rewards on the UI. |
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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
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No action
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Guest chooses to menu items instead, checks out and pays
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Order number shows up on the screen
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Receipt is printed
Ideally, guests would be shown the number of points they could have earned, and they are prompted to sign up for their next order
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No action
2.2. Authenticating with the Loyalty Code
In this scenario, guests do not pre-select any rewards and instead start their journey by scanning their Loyalty code at the POS. The guest in this scenario does a second scan to add a reward after the initial identification.
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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 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 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 or inputs 6 digit code in Kiosk
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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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Guest opens an reward on the RBI app, chooses to redeem in restaurant
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No action
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Reward is added to the guest’s pre-selection
A unique reward code is generated
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Guest either scans the reward’s QR code or inputs 6 digit code into Kiosk
| Info |
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Note: the pre-selected reward(s) will show in the Kiosk screen after scanning with an option for the user to customize it |
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Reward(s) are shown on the Kiosk and guest has an option to customize
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Modal is shown to guest confirming that the reward has been added to cart
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The reward’s loyalty points cost is temporarily subtracted from the guest’s loyalty points balance at this moment
Reward pre-selection is cleared
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Guest customizes rewards at will and touches confirm
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These reward(s) are incrementally added to the cart and do not replace any of the existing cart items
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No action
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On the Kiosk UI, navigates to the rewards page
| Info |
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Note: this step is only possible if the market has decided to allow showing rewards on the UI. |
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Rewards are displayed
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No action
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Guest adds a reward to basket
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Guest selects and adds reward to cart
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The reward’s loyalty points cost is temporarily subtracted from the guest’s loyalty points balance in the app
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Guest remove a reward from basket
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Guest removes a reward from Kiosk basked
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The reward’s loyalty points is temporarily added back to the guest’s loyalty points balance in the app
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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 updated points balance
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2.3. Using reward pre-selection
In this scenario, guests pre-select rewards on the RBI app and continue their journey in the POS by scanning the generated code. Then they add more rewards to their basket by choosing those rewards in the app and scanning them, and finally they ask the cashier to remove one of the rewards.
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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 a reward on the RBI app
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No action
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Reward page is displayed:
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Guest taps “Redeem in Restaurant”
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No action
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Reward is added to the guest’s pre-selection
A unique reward 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 either scans the reward’s QR code or inputs 6 digit code into Kiosk
| Info |
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Note: the pre-selected reward(s) will show in the Kiosk screen after scanning with an option for the user to customize it |
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Reward(s) are shown on the Kiosk and guest has an option to customize
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Modal is shown to guest confirming that the reward has been added to cart
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The reward’s loyalty points cost is temporarily subtracted from the guest’s loyalty points balance at this moment
Reward pre-selection is cleared
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Guest customizes rewards at will and touches confirm
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These reward(s) are incrementally added to the cart and do not replace any of the existing cart items
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No action
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Guest opens a second reward on the RBI app, chooses to redeem in restaurant
| Info |
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Note: the flow is exactly the same if the guest pre-selects multiple rewards. |
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No action
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Only the second reward is added to the guest’s pre-selection
A unique reward code is generated
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Guest either scans the second reward’s QR code or inputs 6 digit code into Kiosk
| Info |
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Note: the pre-selected reward(s) will show in the Kiosk screen after scanning with an option for the user to customize it |
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Reward(s) are shown on the Kiosk and guest has an option to customize
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Modal is shown to guest confirming that the reward has been added to cart
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The reward’s loyalty points cost is temporarily subtracted from the guest’s loyalty points balance at this moment
Reward pre-selection is cleared
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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
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No action
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On the Kiosk UI, navigates to the rewards page
| Info |
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Note: this step is only possible if the market has decided to allow showing rewards on the UI. |
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Rewards are displayed
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No action
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Guest adds a reward to basket
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Guest selects and adds reward to cart
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The reward’s loyalty points cost is temporarily subtracted from the guest’s loyalty points balance in the app
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Guest removes first reward from order
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Guest removes the first reward from the Kiosk cart
Basket is updated accordingly
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Guest sees the first reward’s loyalty points returned to their loyalty points balance in the app
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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 updated points balance
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2.4. Limit one reward per purchase
| Info |
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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. |
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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 a reward on the RBI app
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No action
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Reward page is displayed:
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Guest taps “Redeem in Restaurant”
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No action
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Reward is added to the guest’s pre-selection
A unique reward 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 either scans the reward’s QR code or inputs 6 digit code into Kiosk
| Info |
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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
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Modal is shown to guest confirming that the reward has been added to cart
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The reward’s loyalty points cost is temporarily subtracted from the guest’s loyalty points balance at this moment
Reward pre-selection is cleared
...
Guest customizes rewards at will and touches confirm
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These reward(s) are incrementally added to the cart and do not replace any of the existing cart items
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No action
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Guest opens a second Reward on the RBI app, chooses to redeem in restaurant
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No action
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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 Reward is added to the guest’s pre-selection and the old reward is removed from pre-selection cart
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Guest either scans the reward’s QR code, or tells the 6 digit code to the cashier
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New reward replaces the previous selected reward in the POS basket
Other items in the POS basket are not removed or replaced
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Modal is shown to guest confirming that the reward has been added to the POS basket
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The 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
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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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5. Edge cases
5.1. Switch users
Guest signs in, then scans a code from a different user
5.2. Users Order in Kiosk and Pay @ Counter
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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.