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

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.

Steps	Expected results (Kiosk)	Expected results (RBI app)
Guest looks at the Kiosk screen	A page shows up inviting the guest to start an order	N/A
Guest touches the screen to start a new order	Guest is prompted to sign in	No action
Guest decides to continue without signing in	Kiosk order screen show up. This screen does not show either offers or rewards tabs Guest can sign in at any time by using the scanner or touching a sign in button	No action
Guest taps on the Offers tab Note: this step is only possible if the market has decided to allow showing offers on the UI.	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.	No action
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”) Note: this is only available in markets that allow open offers. 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.	No action	Offer page is displayed:
Guest scans offer (static) alphanumerical code	Offer is added to the basket	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
Guest checks out and pays	Order number shows up on the screen Receipt is printed Ideally, guests would be shown the number of points they could have earned, and they are prompted to sign up	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.

Steps	Expected results (Kiosk)	Expected results (RBI app)
Guest opens the Loyalty code page on the RBI app	N/A	Loyalty code page is displayed:
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
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
Guest opens an offer on the RBI app, chooses to redeem in restaurant	No action	Offer is added to the guest’s pre-selection A unique offer code is generated
Guest either scans the offer’s QR code or inputs 6 digit code into Kiosk 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	Offer(s) are shown on the Kiosk and guest has an option to customize	Modal is shown to guest confirming that the offer has been added to cart Loyalty points balance is not updated, since the guest is scanning an offer Offer pre-selection is cleared
Guest customizes offers at will and touches confirm	These offer(s) are incrementally added to the cart and do not replace any of the existing cart items	No action
On the Kiosk UI, navigates to the offers page Note: this step is only available in markets that have decided to show offers on the Kiosk UI.	Offers are displayed:	No action
Guest selects an offer	Details displayed	No action
Guest adds offer to basket	Added incrementally	No action
Guest checks out and pays	Order number shows up on the screen Receipt is printed (ideally the receipt would include the points earned and/or burned + the updated loyalty points balance)	Guest sees updated points balance

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.

Steps	Expected results (Kiosk)	Expected results (RBI app)
Guest opens an offer on the RBI app	N/A	Offer page is displayed:
Guest taps “Use at restaurant”	N/A	Offer is added to the guest’s pre-selection A unique offer code is generated
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
Guest either scans the offer’s QR code or inputs 6 digit code into Kiosk 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	Offer(s) are shown on the Kiosk and guest has an option to customize	Modal is shown to guest confirming that the offer has been added to cart Loyalty points balance is not updated, since the guest is scanning an offer Offer pre-selection is cleared
Guest customizes offers at will and touches confirm	These offer(s) are incrementally added to the cart and do not replace any of the existing cart items	No action
Guest opens a second offer on the RBI app, chooses to redeem in restaurant Note: the flow is exactly the same if the guest pre-selects multiple offers.	No action	Only the second offer is added to the guest’s pre-selection A unique offer code is generated
Guest either scans the offer’s QR code or inputs 6 digit code into Kiosk 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	Offer(s) are shown on the Kiosk and guest has an option to customize	Modal is shown to guest confirming that the offer has been added to cart Loyalty points balance is not updated, since the guest is scanning an offer Offer pre-selection is cleared
Guest customizes offers at will and touches confirm	These offer(s) are incrementally added to the cart and do not replace any of the existing cart items	No action
On the Kiosk UI, navigates to the offers page Note: this step is only available in markets that have decided to show offers on the Kiosk UI.	Offers are displayed:	No action
Guest selects an offer	Details displayed	No action
Guest adds offer to basket	Added incrementally	No action
Guest checks out and pays	Order number shows up on the screen Receipt is printed (ideally the receipt would include the points earned and/or burned + the updated loyalty points balance)	Guest sees updated points balance

1.4. Limit one offer per purchase

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.

Steps	Expected results (Kiosk)	Expected results (RBI app)
Guest opens an offer on the RBI app	N/A	Offer page is displayed:
Guest taps “Use at restaurant”	N/A	Offer is added to the guest’s pre-selection A unique offer code is generated
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
Guest scans the loyalty code or inputs 6 digit code in Kiosk Note: the pre-selected offer will show in the Kiosk screen after scanning with an option for the user to customize it	Offer is shown on the Kiosk and guest has an option to customize	Modal is shown to guest confirming that the offer has been added to cart Loyalty points balance is not updated, since the guest is scanning an offer Offer pre-selection is cleared
Guest opens a second offer on the RBI app, chooses to redeem in restaurant	No action	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
Guest taps Replace	No action	New offer is added to the guest’s pre-selection and old offer is removed from pre-selection cart
Guest either scans the Offer’s QR code or inputs 6 digit code into Kiosk Note: the pre-selected offer will show in the Kiosk screen after scanning with an option for the user to customize it	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	Modal is shown to guest confirming that the offer has been added to cart Loyalty points balance is not updated, since the guest is scanning an offer Offer pre-selection is cleared
On the Kiosk UI, navigates to the offers page Note: this step is only available in markets that have decided to show offers on the Kiosk UI.	Offers are displayed:	No action
Guest selects an offer	Details displayed	No action
Guest adds offer to basket	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	No action
Guest checks out and pays	Order number shows up on the screen Receipt is printed (ideally the receipt would include the points earned and/or burned + the updated loyalty points balance)	Guest sees updated points balance

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.

Steps	Expected results (Kiosk)	Expected results (RBI app)
Guest looks at the Kiosk screen	A page shows up inviting the guest to start an order	N/A
Guest touches the screen to start a new order	Guest is prompted to sign in	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
Guest taps on the rewards tab 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 menu items instead, checks out and pays	Order number shows up on the screen 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	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.

Steps	Expected results (Kiosk)	Expected results (RBI app)
Guest opens the Loyalty code page on the RBI app	N/A	Loyalty code page is displayed:
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
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
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
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
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	No action
On the Kiosk UI, navigates to the rewards page 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	The reward’s loyalty points cost is temporarily subtracted from the guest’s loyalty points balance in the app No modal is shown
Guest remove 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
Guest checks out and pays	Order number shows up on the screen Receipt is printed	Guest sees updated points balance

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.

Steps	Expected results (Kiosk)	Expected results (RBI app)
Guest opens a reward on the RBI app	No action	Reward page is displayed:
Guest taps “Redeem in Restaurant”	No action	Reward is added to the guest’s pre-selection A unique reward code is generated
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
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
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	No action
Guest opens a second reward on the RBI app, chooses to redeem in restaurant 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
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
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	No action
On the Kiosk UI, navigates to the rewards page 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	The reward’s loyalty points cost is temporarily subtracted from the guest’s loyalty points balance in the app No modal is shown
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
Guest checks out and pays	Order number shows up on the screen Receipt is printed	Guest sees updated points balance

2.4. Limit one reward per purchase

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.

Steps	Expected results (Kiosk)	Expected results (RBI app)
Guest opens a reward on the RBI app	No action	Reward page is displayed:
Guest taps “Redeem in Restaurant”	No action	Reward is added to the guest’s pre-selection A unique reward code is generated
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
Guest either scans the reward’s QR code or inputs 6 digit code into Kiosk 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
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	No action
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, use can only add 1 offer per order and prompting user to replace
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
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
Guest finalizes the order and pays at Kiosk	Kiosk prints receipt with points earned & points balance	Guest sees updated points balance

5. Edge cases

5.1. Switch users

Guest signs in, then scans a code from a different user

Steps	Expected results (POS)	Expected results (RBI app)
Guest opens the Loyalty code page on the RBI app	N/A	Loyalty code page is displayed:
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
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
Guest opens an reward on the RBI app in a different device, using a different user, and chooses to redeem in restaurant	No action	Reward of is added to the guest’s pre-selection (on the second device) A unique reward code is generated
Guest (on their second device) either scans the reward’s QR code, or inputs the 6 digit code in the Kiosk	Modal shows in the Kiosk, letting the user know that the last scan was made using a different user account Contents of the second scan are not added to the guest’s basket (so the current basket remains unchanged) The second scan is cancelled/voided Initial order can continue normally	Modal is shown to the second user confirming that the offer has been added to cart (displaying this modal cannot be avoided) 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 A few seconds later, the loyalty points are returned to the second user

5.2. Users Order in Kiosk and Pay @ Counter

Guest begins an order in the kiosk and chooses option to pay at cash at counter. The POS will need to close this order.

Steps	Expected results (Kiosk)	Expected results (RBI app)
Guest opens the Loyalty code page on the RBI app	N/A	Loyalty code page is displayed:
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
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
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
Guest either scans the reward’s QR code or inputs 6 digit code into Kiosk 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
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	No action
On the Kiosk UI, navigates to the rewards page 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	The reward’s loyalty points cost is temporarily subtracted from the guest’s loyalty points balance in the app
Guest remove a reward from basket	Guest removes a reward from Kiosk basked	The reward’s loyalty points is temporarily added back to the guest’s loyalty points balance in the app
Guest chooses to pay at the counter using cash	Kiosk and POS exchange an order ID (this depends on the specific POS/Kiosk integration) Receipt is printed with the pending order ID	No change
Guest arrives at the counter to pay and decides to add 1 more menu item to order	Cashier finds the order of guest Cashier adds 1 more menu item to open order Cashier finalizes the order at POS after receiving cash payment Note: assumption that the open order is associated with the guest’s Loyalty identifier.	Guest sees updated points balance
Note: In the case guest never goes to cashier to complete payment	POS cancels the order after X minutes (configurable by the POS) that the guest has not paid the order started at the Kiosk	Temporary reward points that were deducted from User’s account are returned back to user balance after X minutes

Customer Journey Scenarios - Kiosk