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This document will draft out the enablement plan for BK DE Loyalty. We will include risks to the launch and actions to take if those risks happen

...

Step

Action

Status

Owner

1

BK DE to set in RAM Portal if a store has loyalty or not for all stores

  • The togglle Has In Restaurant Loyalty needs to be set for all restaurants

  • Has In Restaurant Loyalty needs to be True for stores that have loyalty in-store and False for stores that do not have loyalty enabled in-store

  • RBI team to do a Sanity query to check how many restaurants have In Restaurant Loyalty set True. Check that number matches to updates that were done in RAM. To be done Friday, March 29 night.

Note

Note: if this is not set for all restaurants when we enable loyalty, all stores will accept loyalty.

Status
colourGreen
titledone

Mariann to complete RAM

Valentina to run Sanity query

2

Run script to clear loyalty points of users in the platform for the first time in Production

  • clear the loyalty account history of all users

  • create a transaction to ensure the sum of transaction loyalty points equals the user loyalty point balance

  • All existing users should have 300 loyalty points as initial points balance. The only transaction that should show in the is 300 initial point balance in the account page.

  • All new users should have 200 initial loyalty points added to their account.

Status
colourGreen
titleDone

Loyalty Team

3

Run script to clear loyalty points of users in the platform for the second time and right before launch in Production overnight

  • Test using Snowflake. Query all users to ensure loyalty balance is set to 300 or 200 and loyalty transaction are cleared

SCRIPT RESULTS:

  • total user: 1501815

  • success: 1499375

  • user deleted: 2303

  • other fails: 137(fixed)

Status
colourGreen
titledone

Loyalty Team

4

Turn on Loyalty flags for all the users at 7:30am on Tuesday morning, April 2.

Status
colourGreen
titledone

Valentina

5

Have QA team do a smoke test of the Loyalty Online flows

Status
colourPurpleGreen
titlein progressdone

Loyalty QA Team

6

Work with BK DE team for them to test Loyalty Online and In-Store flows on April 2. Ask for team to bring friends and family to help mimic real restaurant. Setup two testing stores:

Status
colourPurpleGreen
titlein progressDone

BK DE Team

Loyalty QA Team

7

Monitor the launch for the next 24 hours

Status
colourPurpleGreen
titlein progressDone

Loyalty team

RBI Team

BK DE Team

8

Have weekly check points in the next 3 weeks to monitor launch

  • Setup weekly checkpoints in the beginning of the week

Status
colourGreen
titleto doDone

Joana

Loyalty Team

Content Managagement

  • Navigation Bar in Sanity (tick)

    • ACTION: push content of navigation bar from staging to production on launch date (tick)

  • Vendor Config

    • All Toshiba PLUs for Reward and Offers need to be included inside the Partner field in Sanity

    • Users cannot redeem Rewards on Delivery service mode

  • Day Part:

  • Double check on Lokalise Strings to ensure all strings are translated to German

    • ACTION: Change all “MyBK” strings to “MyBurgerKing” (tick)

      • signUp (tick)

      • signInOrCreateAccount - MyBK Konto und Registrierung (tick)

      • Register (tick)

    • ACTION: Update sign up / sign in strings in terms and condition (blue star) Check at 10PM UTC (12am CET)

      • acceptTermsAndPrivacyIntro -Ich akzeptiere die {termsOfServiceLink} und möchte Kronen sammeln, um personalisierte Angebote und Prämien zu erhalten. Es gilt unsere {privacyPolicyLink}.(tick)

      • termsOfService - Nutzungsbedingungen (tick)

      • acceptEmailsAndSpecialOffers.bk- Ich möchte E-Mails mit Aktionen zu Burger King Produkten und MyBurgerKing erhalten. (tick)

      • privacyPolicy - Datenschutzerklärung (tick)

    • ACTION: Update Store Locator loyalty strings that indicates if restaurant has loyalty

      • loyaltyStoreLocatorInStore - Update it to MyBurgerKing (tick)

      • loyaltyStoreLocatorMobile - Update to empty (blue star) Check at 10PM UTC (12AM CET)

      ACTION: (blue star) Check at 10PM UTC (12AM CET)

      • (tick)

      • redeemAtRestaurant - Zum Code hinzufügen und einlösen (tick) - need to test in production

    • ACTION:

      • signUpToGetStartedWith - Jetzt anmelden und Vorteile genießen {rewardsPolicyLink} (tick)

      • royalPerks - von MyBurgerKing (tick)

    • ACTION: (tick)
      loyaltyBannerLoggedOutMessage - Herzlich Willkommen! Mit jedem Einkauf kannst du Kronen sammeln und sie zum Einlösen von Prämien verwenden. (tick)

  • Loyalty Static page in Sanity (tick)

  • Marketing Tile in Sanity (tick)

    • ACTION: Push the new marketing tiles to production (tick)

  • Feature Loyalty UI (tick)

    • Ensure all the fields are filled in for German and English languages and push to production

    • Push to production Loyalty Not Authenticated dropdown to include loyalty incentive information for users to login. When users are logged out and click on “MyCode” navigation bar button, they will see this information.

...

Risk Description

Impact

Likelihood

Mitigation Strategy

Go/No-go Decision

1

Less than 80% of franchisees have been onboarded.

High – poor UX, large potential impact on sales since many stores wouldn’t accept offers (high % of market sales).

High – very fragmented franchisee system, slow progress so far.

  • Escalate with franchisee.

  • Align on specific %.

Not launch. Wait until % is reached.

2

Forter integration not complete.

Medium – fraud concerns, users could create multiple accounts to abuse initial point balance.

None – integration completed.

  • Engage with Forter’s technical onboarding team asap.

Launch, enable Forter post-loyalty launch.

3

Tillster hasn't complete full integration (i.e. multi-scanning, deposits).

Medium – Reward and Offers cannot be scanned multiple times in the same order in Tillster Kiosks

Low – Tillster has committed to mid December to finish multi-scanning and deposits Dev work

  • Follow up with Tillster weekly on Dev work progress

Launch, have clear communication in Tillster Kiosks letting users know they can only scan once. Have plan to enable multi-scanning in next couple of weeks

4

Ops trainings not complete.

High – Loyalty launch requires a significant change in customer behavior which needs to be supported by stores' team members.

Low – Loyalty flows for stores with loyalty are aligned. Pending alignment on stores w/o loyalty.

  • Share with all franchisees training for loyalty and non-loyalty restaurants.

Not Launch, wait until training is complete.

5

Comms not ready.

High – guests might not understand the loyalty program.

Low

  • Follow up with BK DE

Not Launch, wait until communications are ready.

6

Reporting not ready.

Low – this will not affect the user journey.

Medium – work still ongoing as of end of Nov. Requires coordination with Sotec.

  • Have weekly checkpoints with Sotec.

  • Track on Monday.com.

Launch. Send data manually until required reports are ready.

Learnings

  1. Have someone from Loyalty team be present in market on the day of launch to check all user journeys in Kiosk and POS are working as expected

  2. Make changes to Kiosk UI before the loyalty launch to minimize changes to the guest experience

    1. This point is related specifically to changes to how the coupons are displayed in the Kiosk UI that was done for Loyalty Launch for BK DE. Before there was a ‘scan me’ screen; after loyalty launch the scan there was a screen with locked coupons (unlocked coupons added after to this screen)

  3. Update all users to the most recent version of the app by leveraging force-update-modal flag

  4. Ensure that all users have a loyalty ID

  5. In ALL the trainings explain to restaurant operators about the pre-selection new flow for offers and rewards selection

  6. Have a fallback system for when QR codes don’t load