This page documents the expected user experience when RBI guests are placing orders using the POS. Part of In-Store Loyalty & Offers Customer Journey

Work in progress, not ready to review

Contents

1. Redeem offers

1.1. While signed out

In this scenario, guests do not sign in to the RBI app and they want to use open offers. They scan two different offers in the same order.

This scenario is only available if the market has made open offers available to their guests.

Steps	Expected results (POS)	Expected results (RBI app)
Guest opens the RBI app without signing in, and selects an offer that is not available when users are signed out (known as a “closed offer”)	N/A	Offer page is displayed:
Guest taps “Use at restaurant”	N/A	Offer is closed so guest is prompted to Sign In
Guest is worried about his privacy and decides not to use this offer. Guest opens an offer that is available when users are signed out (known as an “open offer”) Note: markets that don’t use scanners do not show a QR code in the RBI app, only the alphanumerical code	No action	Guest sees QR code and Offer Static code
Cashier is prompted to add a loyalty code	Cashier asked if guest is a loyalty member: Cashier select “Cancel”, since the guest is not signed in	No action
Guest either scans the (static) offer code, or tells the alphanumerical code to the cashier	If guest does not scan the QR code, cashier can enter the static alphanumerical code Offer is added to the POS basket This offer is incrementally added to the cart and does not replace any of the existing cart items	No action
Guest opens a second offer that is available when users are signed out (known as an “open offer”)	No action	Guest sees QR code and Offer Static code
Guest either scans the (static) offer code, or tells the alphanumerical code to the cashier	If guest does not scan the QR code, cashier can enter the static alphanumerical code Offer is added to the POS basket This offer is incrementally added to the cart and does not replace any of the existing cart items	No action
Cashier finalizes the order and guest pays at POS	POS prints receipt with order information	N/A

1.2. Using the Loyalty Code

In this scenario, guests do not pre-select any offers and instead start their journey by scanning their Loyalty code at the POS. The guest in this scenario does a second scan to add an offer after the initial identification.

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:
Cashier is prompted to add a loyalty code	Cashier asked if guest is a loyalty member:	No action
Guest either scans the loyalty code, or tells the 6 digit code to the cashier	If guest does not scan the QR code, cashier can enter the 6 digit Loyalty code: Either by scanning or entering the code, POS confirms successful identification:	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 tells the 6 digit code to the cashier	Either by scanning or entering the code, POS confirms successful identification: These offer(s) are incrementally added to the cart and do not replace any of the existing cart items	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
Cashier finalizes the order and guest pays at POS	POS prints receipt with points earned & 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 (POS)	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
Cashier is prompted whether the Guest has loyalty, and confirms	Cashier asked if guest is a loyalty member and clicks on “Ok”	No action
Guest either scans the offer code, or tells the 6 digit code to the cashier	Either by scanning or entering the code, POS confirms successful identification (since the offer code also identifies the Loyalty user): Offer is added to POS cart	Guest receives a successful confirmation modal Offer pre-selection is cleared
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 tells the 6 digit code to the cashier	Either by scanning or entering the code, POS confirms successful identification: These offer(s) are incrementally added to the cart and do not replace any of the existing cart items	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
Cashier finalizes the order and guest pays at POS	POS prints receipt with points earned & 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 (POS)	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
Cashier is prompted whether the Guest has loyalty, and confirms	Cashier asked if guest is a loyalty member and clicks on “Ok”	No action
Guest either scans the offer code, or tells the 6 digit code to the cashier	Either by scanning or entering the code, POS confirms successful identification (since the offer code also identifies the Loyalty user): Offer is added to POS cart	Guest receives a successful confirmation modal 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, use can only add 1 offer per order and prompting user to replace
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 tells the 6 digit code to the cashier	New offer replaces the previous selected offer in the POS basket	Modal is shown to guest confirming that the offer has been added to the POS basket Loyalty points balance is not updated, since the guest is scanning an offer Offer pre-selection is cleared
Cashier finalizes the order and guest pays at POS	POS prints receipt with points earned & 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.

2.2. Using the Loyalty Code

Steps	Expected results (Kiosk)	Expected results (RBI app)
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 opens the Loyalty code page on the RBI app	N/A	Loyalty code page is displayed:
Guest scans the loyalty code	Kiosk authenticates the guest and shows the home page Scanner remains active	Guest receives a successful confirmation modal
Using the Kiosk screen, guest adds items to the basket	Basket updated in the Kiosk UI	No changes
Guest opens an offer on the RBI app, chooses to redeem in restaurant and scans it	Offer is added to basket and guest has the option to personalize the offer Currently selected items remain in the cart, unchanged	Modal is shown to guest confirming that the offer has been added to cart No loyalty points are added, since the guest is scanning an offer
Guest checks out and pays	Order number shows up on the screen Receipt is printed	Guest sees a confirmation of points balance

2.3. Using reward pre-selection

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.

3. Select offers in the Kiosk

3.1. While signed out

3.2. While signed in

3.3. Limit one offer per purchase