Guest Checkout Timelines

Impact on moving user further in the funnel

from: /cart -> / cart/payment (Feature has the biggest impact on this step)

SUCCESS METRIC

Overall CVR Rate from / cart to / cart/payment

Overall conversion rate from /cart to /cart/payment.

Out of the total users who land on the /cart how many proceeded to /cart/payment page

CONTROL METRIC

CVR Rate of guest users from / cart to / cart/payment

Overall conversion rate from /cart to /cart/payment for users with GuestID.

Out of the total users who land on the /cart how many proceeded to /cart/payment page that are Guests

CONTROL METRIC

CVR Rate of registered users from / cart to / cart/payment

Overall conversion rate from /cart to /cart/payment of registered users. Out of the total users who land on the /cart how many proceeded to /cart/payment that are registered

Impact on the CVR to purchase $ on the end of the funnel

from / cart to /order-confirmation/[OrderID]

SUCCESS METRIC

Overall CVR to an actual purchase from / cart to /order-confirmation/[OrderID]

Overall conversion rate from /cart to /order-confirmation/[OrderID]

Out of the total users who land on the /cart how many end up on /order-confirmation/[OrderID]

CONTROL METRIC

CVR Rate of guest users from / cart to /order-confirmation/[OrderID]

Overall conversion rate from /cart to success page for users with GuestID.

Out of the total users who land on the /cart how many proceeded to /order-confirmation/[OrderID] page that are Guests

CONTROL METRIC

CVR Rate of registered users from / cart to /order-confirmation/[OrderID]

Overall conversion rate from /cart to success page of registered users. Out of the total users who land on the /cart how many proceeded to /order-confirmation/[OrderID] that are registered

Impact on the CVR to purchase $ considering the whole ordering flow
from /menu (page view) with service mode selected to /order-confirmation/[OrderID] (Feature does not have an impact on the whole flow)

MONITOR

CVR Rate to purchase of users landing on /menu with service mode selected to purchase

Out of all the users landing on /menu (page view) with service mode selected (meaning the user is at the menu already with a store selected or a delivery address), how many end up purchasing - so end up on /order-confirmation/[OrderID]

Clicks

CONTROL METRIC

% of users selecting guest checkout at /cart

Out of the users at /cart unauthenticated, how many select guest checkout to continue

CONTROL METRIC

% of users selecting sign in at /cart

Out of the users at /cart unauthenticated, how many select sign in to continue

Funnel abandonment- where we see people drop off including guest email input and sign in/register pages

CONTROL METRIC

abandonment rate

Time to Place an order from the moment of intent

CONTROL METRIC

Average Order Placement Time for

• registered users

• guest users

Time from starting ordering process (/menu (page view) with service mode selected (meaning the user is at the menu already with a store selected or a delivery address) to finish placing an order so end up on /order-confirmation/[OrderID]

Registration - Cannibalization

CONTROL METRIC

Count of opt in originated from the /cart step

% Opt-in database evolution- as it relates to the trade off digital sales increase vs known sales increase. If we increase sales but reduce drastically the opt-in database you are influencing less people with CRM comms which we know has a higher LTV than the normal guest checkout customer

Financial Impact

MONITOR

MO Sales

Total sales generated by mobile ordering/ mo

Overall Experience

 MONITOR

App Ratings

DE seeing complaints in App ratings that no guest checkout is available

1

• Add configurable time period of storing the Guest Order data in the database. Configure to 10 year for DE

• Preventing the guest user from seeing app content dedicated for registered users only

• Add a security layer limiting actions allowed for the orders with Guest token. Actions allowed for example: priceOrder, validateCommitOrder, commitOrder, getOrder, etc

• Add a guard that allows to use of the Guest Token only for the allowed actions

• Creating Guest Token- To place an order as a Guest users require to have be authenticated on our platform/ In order to do that we need to create a Guest Auth token. We can’t follow the current path for collecting it because Guests don’t have accounts in Cognito and in the User DB entries.

• Save Card Option Removed at the Payment step
  Iden

  

• Added Modal to continue as a guest

  

• Adjusted data on the confirmation page

• QA Testing
  

TRX-908 - Getting issue details... STATUS F

TRX-949 - Getting issue details... STATUS F

TRX-959 - Getting issue details... STATUS F

TRX-941 - Getting issue details... STATUS M

TRX-947 - Getting issue details... STATUS M

TRX-957 - Getting issue details... STATUS M

TRX-956 - Getting issue details... STATUS M

TRX-912 - Getting issue details... STATUS W
TRX-1010 - Getting issue details... STATUS W

Fagundes, Silvia configure time period for data storage

25 Oct 2023

WORK IN PROGRESS

2

• Accommodate new transactional email communication with AWS SES instead of Braze

• Decide and execute when guest token should be removed, so no other order can be made with that token to guarantee anonymity

• Prevent error appearing on the success page due to loyalty account request which does not exist for guest users

• QA Testing

TRX-1006 - Getting issue details... STATUS

TRX-909 - Getting issue details... STATUS

TRX-962 - Getting issue details... STATUS

TRX-1006 - Getting issue details... STATUS

TRX-909 - Getting issue details... STATUS

TRX-962 - Getting issue details... STATUS

01 Nov 2023

TO DO

3

• Create a new static page for guest terms and conditions and link it in the flow

• Change copy to “choose payment' instead of “add payment” at the /cart/payment page
  

  

• E2E QA Testing

TRX-948 - Getting issue details... STATUS

TRX-1015 - Getting issue details... STATUS

22 Nov 2023

TO DO

I am passing on an inherited legal requirements document just to verify that everything stated there has been recorded correctly and nothing is missing.

/wiki/spaces/TRX/pages/4267018713

Information on the user-related data we are storing and what tools have access to it. Please consider the attached file and let me know if your team has any concerns. I am still collecting more information on how the Snowflake data is currently used. I know that we must pass on the transactional information there, but I'm not yet clear on what are the other analysis run using this data. Please let me know if your legal team would like to provide some input here.

We also wanted to consult whether the following case is acceptable from the legal perspective:

At the beginning of the mobile ordering flow a user needs to input the delivery address. That address gets passed onto the cart step if their selected service mode is delivery. Once a user enters the cart step, that's when they'll have to decide whether they want to check out as a guest or sign in/register. Also, in order to display an estimated delivery fee, we are sending this address data to our aggregators in order to provide a quote. Additionally, we are storing this information in our database in the order entry.

• Store locator (user inputs delivery address)

• Cart step (delivery price is calculated, user decides whether to checkout as a guest or register/sign-in)

4. Question: May we pass the address data to the aggregators and store it in our database before a user decides whether they wish to be a guest or sign in and before they place an order? Are we allowed to use this data for the purpose of providing a delivery fee quote?If that's problematic, we can simply decide not to disclose the delivery quote at this step and redirect them again to the cart page with provided pricing after a user selects "Continue as a Guest" and agrees to the required terms and policies. However, this will add an additional step of "returning to the cart", which we had initially eliminated in the Guest Checkout flow. Please see the flow below and let me know your thoughts. We can also jump on a call to review this if that's helpful.

System Architecture

• Transactional emails are moved from Braze to AWS SES

• Switch to AWS SES to send transactional emails

• Create email input field in Sanity

• Set up email subdomain structure

• Transactional emails have the same content

• Emails are sent from SES instead of Braze. This can confirmed by looking at the email subdomain

Haris

IN PROGRESS

Authentication and Authorization

• Guest authentication is enabled

• Loyalty accounts are decoupled from guest users

• Develop a Guest Auth token since guests don't have accounts in Cognito or User DB

• Remove loyalty account check for guest checkout users

• Verify token generation and validation for guest users

• No error is triggered due to missing loyalty account

Magdalena

IN PROGRESS

Data Security and Compliance

• Secure and compliant data storage

• Guest Token actions are limited and controlled

• Implement configurable time period for storing Guest Order data

• Add security measures to limit guest actions, implement a guard to restrict Guest Token usage

• Decide and implement logic for Guest Token removal

• Guest order data is removed after set period

• Allowed actions can be performed with Guest token - e.g. priceOrder, validateCommitOrder, commitOrder, getOrder, etc

• Unauthorized actions can’t be performed with Guest token

Magdalena

NOT STARTED

User Experience and Interface

• Complete frontend flows for guests users

• Remove 'Save Card' option at Payment step

• Add modal to allow users to ‘Continue as a guest’

• Adjust data displayed in the order confirmation page

• Guest users can’t save card

• Guest user is able to add email in modal and place order for all service modes

• Confirmation page display correct information

Magdalena

NOT STARTED

Legal

• Required legal disclaimers for guest checkout are in place

• Create a static page with guest checkout terms and conditions

n/a

Melina

NOT STARTED