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Work in progress, not ready to review |
Contents
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Assumptions
When making in-store purchases, guests can only pre-select offers and rewards on their RBI app. It is not possible to pre-select menu items in the app and move them to the POS or Kiosk.
Scenarios - POS
1. Redeem offers
2. Redeem rewards
Scenarios - Kiosk
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Need to add:
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1. Redeem offers
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All scenarios consider that guests can scan multiple offers. |
1.1. Without pre-selection
1.1.1. Using the Loyalty Code page
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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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1.1.2. Using an offer (pre-selection)
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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 opens another offer and taps “Use at restaurant”
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N/A
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A second offer is added to the guest’s pre-selection
Another unique 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
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Kiosk authenticates the guest and shows the home page
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Offer pre-selection is added to the basket
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 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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Steps
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Expected results (Kiosk)
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Expected results (RBI app)
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Guest taps on the screen to start a new order
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Loyalty sign in page shows up and scanner becomes active
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Guest taps on an offer in the RBI app, chooses to redeem in restaurant and scans it
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Kiosk authenticates the guest and shows the home page
Offer is added to the basket
Do we show a modal?
Scanner remains active
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Using the Kiosk screen, guest adds items to the basket
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Basket updated in the Kiosk UI
Previously added offer remains in the basket
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Guest opens another offer on the RBI app, chooses to redeem in restaurant and scans it
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Offer added to basket in the Kiosk UI
Currently selected items remain in the cart, unchanged
Modal is shown to guest confirming that the offer has been added to cart
What happens on the app?
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Guest checks out and pays
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Order number shows up on the screen
Receipt is printed? Emailed?
1.2. With pre-selection
2. Redeem rewards
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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? |
3. Edge cases
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To be added |
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This page documents the expected user experience when RBI guests are placing orders using the Kiosk, part of In-Store Loyalty & Offers Customer Journey.
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.