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. 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. 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 places order

Steps	User Journey Today	User Journey During Phase 1

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 if it has not been scanned in restaurant In-store rewards are deactivated and no rewards can be pre-selected in this stage yet There will be messaging around the new QR code loading behavior
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 There will be a message showing to guests that rewards are not available
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

Scenario 2: Guest checks loyalty history page

Steps	User Journey Today	User Journey During Phase 2

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

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. All other past historical loyalty transaction will not show in the app.

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.

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

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 time it is scanned in kiosk or POS and if it is not used it will refresh to a new code in 5 mins
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 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

Phase 3: RBI App migration

Rewards behaviour will be the same but UI will be RBI
Offers behaviour will be the same but UI will be RBI, for reference

Steps	User Journey Today	User Journey During Phase 3

Steps	User Journey Today	User Journey During Phase 3
User checks coupon code in app - not logged in	User goes to homepage User sees coupons carousel in homepage All coupons show code in first layer except those that need to be logged in which show a lock	User goes to homepage User goes to coupons tab If coupon requires log in shows a log (Iberia needs to update pictures without code) When you click on redeem in restaurant you are sent to sign in/sign up to see the code
User checks coupon code in app - logged in	User goes to homepage User sees coupons carousel in homepage All coupons show code in first layer	User goes to homepage User goes to coupons tab All coupons are visible with code at first layer (since they upload picture like that but our recommendation is to have blank) User can also check code by clicking on redeem in restaurant button
User uses coupon at kiosk previously identified	User goes to promotions User selects Coupons User gets prompted to identify to be able to input a coupon static code, not possible to do so if not identified	No changes
User uses coupon at kiosk previously identified	User goes to promotions User selects Coupons User inputs coupon code the see at the app Coupon is added to cart	No changes

Iberia Collaboration

Loyalty API Migration - Customer Journey Changes