This document contains a detailed description of the journey that RBI guests should experience when placing orders in-store, covering POS and Kiosk scenarios.
Scenarios are broken down by offer and reward pre-selection and scanning, to make the different flows clear, but it is expected that customers can redeem both offers and rewards in the same order.
The are some variations possible depending on configurations chosen by different markets:
Whether the market uses open offers (i.e. offers that can be redeemed by guests who are not signed in). In markets that don’t allow open offers, its not possible to redeem offers while signed out. Closed offers are offer that are only available to guests that are signed in.
Whether the market allows redemption of multiple offers or multiple rewards in the same order. In markets that do not allow multiple offer/reward redemption, the UI (on the RBI app and Kiosk) must make it clear to guests when they are replacing an existing selection with a new selection.
Whether the market uses QR code scanners. If not, the POS and kiosk UI must allow ooerators/guests to enter the loyalty or offer codes manually.
(Kiosk only) Whether the market allows offer selection using the Kiosk UI. This decision has been shown to have a PNL impact, so some markets don’t want this to be an option.