⏮️ Context
What is the context and status quo of the opportunity
When the customer places orders through the kiosk in the restaurant, the order can be associated to their account. To do that, the customer uses the app and a temporary short loyalty code is generated:
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This code will be associated to the transaction ID. In this case, in the POS system, the customer account is identified through the Loyalty ID. This is the only customer identifier available in this system.
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(Note: currently the POS only has the short loyalty code; but this tool will support both loyalty ID codes (short and long) to ensure that this identifier can help to aggregate and search all transactions associated to the same customer).
If there is any customer support request related with these transactions, searching for the Loyalty ID is the only way to do it. This is the only common identifier between the Admin tool and the POS tool.
Request ID: IREQ-1639 - Getting issue details... STATUS
🎯 Problem Statement
Summary of the opportunity's main findings and what is going to be addressed
The loyalty ID is the only common identify between the Admin tool and the POS system.
The most common and relevant use case:
The restaurant employee register customers orders with the same loyalty ID, when the customer doesn’t inform or require that a certain order is associated to their account.
In these cases, the management team might find a suspicious behavior when there are too many transactions associated to a specific loyalty ID in the POS system.
In order to find out the ID associated to the Loyalty ID, the admin tool must be used and the only common identifier is the Loyalty ID. Searching by Loyalty ID allows the identification of the fraudulent employee.
❔ Expected Outcome
What are the goals the opportunity is going to address
📈 Success Metrics
List here which are the metrics to look at to define success for the solution implemented. Use those KPIs to define the current status
❓ Open questions
We need to make this section empty constantly.
There are two different loyalty ID codes:
long: it’s one per customer and remains always the same.
short one: it’s associated with the main code, but changes regularly. This is the code associated to each transaction ID on the POS.
Which of these codes will we use to search by customer? Short, long or both?
The long loyalty ID code should be used, as this is the known ID in this app.ANSWERED
Insights
1️⃣ Stakeholder Interviews
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2️⃣ Analytics
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3️⃣ User Research
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4️⃣ Competitor Landscape
[Document here the main insights from what the competition is doing if applicable]
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