⏮️ Context
Enhancing Upsell Strategies
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- Complete Your Menu
The "Complete your Menu" feature, currently successful in Iberia, aims to enhance the upselling capabilities within the Guest App by suggesting specific products based on the combo selected by the guest. This feature's primary motivation is to increase the average ticket value by presenting relevant add-ons at the point of purchase, thus enhancing the overall customer experience and boosting sales. The significance of addressing this opportunity lies in its potential to replicate a proven upsell strategy across other markets, leveraging the Guest App’s versatility.
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Flexibility of Service Modes behaviors
Description: Ability to choose the behavior for each Service Mode.
Rationale: Other markets might not want to have different behaviors for each service mode, they could want to have limits on all service modes or not, and the different behaviors should be configurable to allow flexibility.
Business Value: High - allow flexibility for other markets that have an interest in this upsell model.
Pricing Configuration for Mobile Ordering Suggested Products
Description: Price configuration for each suggested product.
Rationale: Ensures that the promotional pricing is accurately reflected and maintained.
Business Value: Medium - Maintains pricing integrity and simplifies the promotional management process.
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Scenarios
SCENARIO | EXPECTED OUTCOME | USER STEPS | MARKET CONFIGURATION | COMMENTS |
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Adding Extra Items During Meal Selection | The meal and chosen extra items are added to the cart successfully. |
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| Upselling configuration | This scenario is valid for every category as the Upselling configuration is indipendent (exclude Offers and Rewards). | ||
| Limiting number of upselling items | There is no possibility to exceed the number as the design will block the button “+”. b) Possibility to link items to a meal | ||
Adding / reducing / removing an item in the checkout page | The system adheres to the logic defined and users are informed of the potential limitation. |
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2a. In case the items are not linked with the meal, it’s possible to reduce / remove them and add untul the allowed number in the same checkout page | ||||
2b. In case the items are linked, there will be the possibility to reduce/remove and the adding option until the allowed number in the “Complete your menu” page/modal because the user can access to specific products (promotional products mainly) only if linked | If the users remove one or more meal and the number of linked items exceed the allowed, an error message should be displayed and the user should not be allowed to move forward. |
📈 Success Metrics
Metric Title | How to Measure: | Success Criteria: |
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% Purchasing users with an upsell |
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Upsell Take Rate % |
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Avg check users with and without upsell |
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Insights
1️⃣
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[Document here the main insights from interview if applicable]
2️⃣ Analytics
[Document here the main insights from analytics if applicable]
3️⃣ User Research
[Document here the main insights from research if applicable]
4️⃣ Competitor Landscape
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User testing
Eduardo Javier to add here the final results
2️⃣ Analytics
https://app.eu.amplitude.com/analytics/share/406896002004409787294008dba7f2ef
3️⃣ User Research
4️⃣ Competitor Landscape
5️⃣ Designs
Guest Experience
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Sanity Experience
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