Contents

Overview

This document will compare current customer journeys in BK ES current app to customer journeys in each phase during the loyalty migration. In Phases 1 & 2, we will migrate only the loyalty engine to RBI App; all the current UI of the SessionM app will remain the same except the rewards customer journey. In Phase 3, we will progressively migrate all users and the full UI from SessionM to RBI app.

Phase 1 Changes: Loyalty Engine Migration

A differences in Phase 1 to what customers are used to today is that BK ES app will show RBI QR code with OTP (6 digit code) that refreshes every 5 minutes. Today BK ES' app only has a static QR code that does not refresh. Also, RBI Loyalty will become the source of truth for the app and the loyalty point balance of the guest. There will be no reward pre-selection and offers will continue showing static code.

Scenario 1: Guest scans loyalty code in a Kiosk and places order

Steps	User Journey Today	User Journey During Phase 1
Guest opens the app in homepage		No Changes
Guest clicks on their Loyalty QR code to scan at Kiosk	Static BK ID shows for guest	RBI 6 digit OTP shows to guests OTP gets refreshed every 5 minutes In-store rewards are deactivated and no rewards can be pre-selected in this stage yet These changes are still in Development, so images are not available.
Guest scans or inputs code into kiosk	Guest is identified in the kiosk	No changes
Guest redeems a reward in kiosk	Redeeming rewards will not be available in-store	Redeeming rewards will not be available in-store
Guest places order in kiosk to earn - accumulates basket in the Kiosk and pays for order	Guest sees order confirmation page in the kiosk Guest gets receipt of order Guest sees transaction in loyalty history	Guest sees order confirmation page in the kiosk Guest gets receipt of order Guest sees transaction in loyalty history (TBC, PENDING DECISION AND FEASIBILITY ON RBI TO FILTER TRANSACTIONS BY DATE)

Phase 2 Changes: Loyalty Engine Migration

The main changes from Phase 1 to Phase 2, is that in Phase 2 rewards will be activated and the rewards that show on BK ES app will be queried from RBI Loyalty app. Rewards can be pre-selected in this phase, which was not available in BK ES app in the past. Also, the guest loyalty history page will be queried from RBI and transactions will show based on the transactions that are saved in the RBI app.

Scenario 1: Guest scans loyalty code in a Kiosk and then adds a reward to Kiosk basket

Steps	User Journey Today	User Journey During Phase 2
Guest opens the app in homepage		No Changes
Guest clicks on their Loyalty QR code to scan at Kiosk	Static BK ID shows for guest	RBI 6 digit OTP shows to guests OTP gets refreshed every 5 minutes These changes are still in Development, so images are not available.
Guest scans or inputs code into kiosk	Guest is identified in the kiosk	No changes
Guest selects a reward in the app and adds it to Kiosk basket	Two options: If guest is already identified: Guest goes to app and activates the reward “Activar Oferta” Then guests goes to Kiosk, clicks on “My Burger King” and sees instructions on how to activate a reward. They need to click on button “Refresh” for the pre-selected reward to be shown in the kiosk The guest then chooses the reward and adds it to basket RPReplay_Final1717526811 (1).mov If guest is not identified: Guest goes to app and activates the reward “Activar Oferta” (same as video above) Then guests goes to Kiosk, clicks on “My Burger King” and gets screen to identify inputting static code (as previous) As you identify, in the “My Burger King” section you will see the available reward and be able to add it to cart	Two options: If guest is already identified: They will see a reward catalogue in the kiosk to select the reward they want to redeem without using the app If guest is not identified: Guest opens the app and select a reward in the app, guest will see a QR code with reward pre-selected Guest scans QR code or inputs 6 digit code into kiosk Reward will show up in kiosk and guest adds it to basket These changes are still in Development, so images are not available.
Guest accumulates basket in the Kiosk and pays for order	Guest sees order confirmation page in the kiosk Guest gets receipt of order Guest sees transaction in loyalty history	Guest sees order confirmation page in the kiosk Guest gets receipt of order Guest sees transaction in loyalty history (TBC, PENDING DECISION AND FEASIBILITY ON RBI TO FILTER TRANSACTIONS BY DATE)

Scenario 2: Guest checks loyalty history page

Steps

User Journey Today

User Journey During Phase 2

Guest opens the app in homepage

No Changes

Guest clicks on “Historical de Coronas”

Loyalty transactions with date and points earned and burned is shown

RPReplay_Final1717570754.MP4

The change here is that the historical loyalty transaction dates and points earned and burned, will come from RBI Loyalty instead of SessionM
There will no changes to the UI
Users will only see transactions from the day we launch Phase 1 or 2, pending on feasibility on rbi to filter day and decision from Iberia)