RBI Tech International - Roadmap Q4 - 2024
- Fagundes, Silvia
- Sistla Sumanth
Roadmap Q4 2024
This section outlines the different items that our teams plan to work on during Q4 2024.
Before we cover them in detail, we’d like to give you more context on our roadmap approach.
Themes approach
We have recently started using themes as a key driver to organize our team’s quarterly work. A theme is a specific problem or opportunity that our teams will focus on during the quarter. We use themes because:
Themes facilitate collaboration and communication among teams, because everyone is on the same page as to what to focus on.
We can make meaningful progress in one topic​, rather than small progress in many.
Themes help prioritize important topics alongside urgent ones​ on the day-to-day.
The theme of this Q4 2024 is PLATFORM STABILITY. Focusing on our platform’s stability, we will improve the quality of our products and our efficiency.
Note that this does not mean that we won’t do any work on operator improvements or guest experience– rather, it’s a deliberate mindset to prioritize platform stability problems.
In addition, all improvement work is part of a continuous process. There will always be more improvements to work on in different areas, and we will always be re-visiting themes.
Development and Discovery
Each team has recorded a video explaining their Q4 2024 roadmap. You will see that most teams cover two main sections – development items and discovery items.
Development items: this is the work that markets plan to execute on during the quarter. Discovery has been performed and have a clear idea of what needs to be implemented.
Discovery items: our teams have identified a series of potential problems and opportunities. During the quarter, we will work on defining those items. The outcome of discovery is to have a well-defined problem, with clear success metrics and any insights to ideate solutions. Discovery items are not to be executed on in the current quarter but rather defined so that they can potentially be addressed in subsequent quarters.
Find below each team’s Q4 2024 roadmap.
Note: all videos are password-protected, the same password you use to access the staging environment or contact your Customer Success Manager.
Team roadmaps
Transaction Value Stream
Menu & Delivery
Our Menu & Delivery team focuses on platform stability specially to improve operations team experience through out our platforms.
Based on our significant analysis over the last quarter and feedback from our markets the majority of issues were caused by various misconfigurations.
Sanity simplification and UX improvements will tackle these issues and the team will focus on automating the PLUs setup and the validation process by developing an integrated system that syncs PLUs across Sanity and POS - this will eliminating manual data entry across multiple page in Sanity and reduce redundancy and minimising errors. In this quarter, we will start with Oracle POS. The team will also focus on Vendor configs simplification by reducing redundancy and uncleared to make seamless the process for operators
In line with the quarter’s theme, which focuses on platform stability, Menu & Delivery also plans enhance menu content and pricing setup, which involves changes in our application, menu service and Sanity. Additionally, the team plans to remove unnecessary fields, update descriptions and reorganize related fields.
Check the video below to learn more about our initiatives.
Fulfillment
Our Fulfillment team focuses on platform stability - key focus areas include Payment Improvements, Error Code Standardization and improvements to the 'Guests' experience.
Delivery Pre-ordering is a feature which will improve the guest experience for the Delivery order mode: Our guests will be able to place Delivery orders within & outside of restaurant opening hours and will notified of available time slots before proceeding to the checkout flow.
The team will also continue to improve our payments ecosystem. The focus will be around revamping the payments architecture, which in turn, will allow markets to set up new payment methods faster.
Additionally, we will be adding more key metrics and observability enhancements to help issue investigation. This will allow us to measure guests Success Rate throughout the Payment Flow.
In line with the quarter’s theme, which focuses on platform stability, Fulfillment also continues to work on Error Code Standardization. Areas of focus: creating Error Code Mapping, User Friendly Error Messages, and Cleaning-Up obsolete Error Events. Moreover, our team will document existing errors for quick triaging.
Check the video below to learn further details about our initiatives.
Engagement Value Stream
Loyalty & Offers
Our Loyalty Team will be working on initiatives to not only increase Platform Stability but also to improve the 'Guests' and Operators' experience.
Based on our analysis over the last quarter, for approximately 1% of guests, we have noted a discrepancy in the loyalty points balance (vs. loyalty transactions) - to tackle this, we will ensure that the loyalty user balance matches the user transaction history.
Improvements on Offer and Rewards configuration: Our team will focus on automating PLU creation and syncing across POS. In this quarter, we will start with Oracle POS. Furthermore, we will be enhancing Offer configuration to add validations - this should reduce errors and thus, the operator can quickly troubleshoot and correct any validation-based errors. The team will also work on enhancing the Offer creation experience, by redesigning the whole operator experience.
Additionally, during the service mode discovery, we have found that the in-restaurant scanning experience is confusing for guests. As such, the team will focus on a deep diving into in-restaurant loyalty experience and find opportunities to improve our guest journeys.
Check the video below to learn further details about our initiatives.
Core Data
Our Core Data Team will focus on optimizing costs, strengthening our central data collection strategy, and enhancing customer insights. We have outlined several key initiatives to achieve these goals.
Central Data Collection
Digital Data: Transactional data from Acrelec kiosks and mobile marketing data from Sensor Tower will be integrated into our data collection.
Expanded Data Operations: We will expand our data operations collection by incorporating SOS and guest survey data.
Customer Insights Enhancement & Other Initiatives
LLM Translation: Usage of a Large Language (Deep Learning) Model to interpret app and store reviews.
Attribution Model: Central data collection for attribution models setup in Amplitude.
Continuous efforts on testing new functionalities aiming to simplify the use of data within the CRM stack.
Cost Optimization: Several initiatives focused on optimizing the costs of our data collection, storage methods and policies.
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