REVISION HISTORY

DATE

VERSION

DESCRIPTION

AUTHOR

Set up Kubernetes Cluster

Clusters form the foundation of Google Kubernetes Engine, an open source platform from Google for running containers across clusters of servers. This will be the initial step of setting up the architecture

Setup Istio Ingress Mesh

An istio service mesh needs to be set up to reduce the complexity of managing microservice deployments to providing a uniform way to secure, connect and monitor microservices

Set up data schema and CloudSQL Database

This will be a fully managed database service allowing for easier administration of PostgreSQL databases in the cloud. The applications must be able to run from anywhere.

Establish communication between Apache Ignite and CloudSQL

The cache layer and the Cloud DB must be able to read and write to one another and be in sync for better application performance

Set up code repository

All code must be committed to the LMS project set up in Github

Configure Staging Environment and deploy web application

The LMS admin web application will be deployed to a staging environment. - Functionality of the LMS web application is defined below

Setup EEG Middleware Application

This middleware will sit on top of the EEG POS systems. - Functionality of the middleware is defined below

UI/UX

A new UI/UX to be designed in Adobe Xd. The Design will be in accordance to the React UI kit. The kit will include along with old screens:

• LMS admin screens.

• Program Configuration screens.

React Front-End

The UI/UX designed will be then converted into a working Front-End using React as the platform

Create a Program

A user will set up an offer or program through the LMS Web application. The user can:

• Define the title of a program

• Define a time based validity of a program by selecting a date range

• Allocate a budget to a program (When a budget is defined, the LMS will leverage transactional and reporting data to track Company’s spend on the program against the defined budget. Events will be triggered via Cron Jobs to let program managers know how close they are to meeting/overstepping defined budget. This will be visible in the program performance dashboard.

• Define the rules of Earn, Burn, Discount and Enroll

• Define the Tiers and their Benefits.

• Delete a program

Add earn and burn rules for a program

A user can add earn and burn rules for a particular program:

• These rules will be the base rules and can be applied across any entity the user adds to the program

• The user can configure the currency spend to the Point Earned ratio for the program

• The user can define the redemption value of points earned

• This will be done via a visual rule builder module (explained in its own section below)

Add tier definitions to a program

A user can add tier rules to a different program.

• If the user has already created member tiers and their associated rules, they will be shown in a UI and can be added to the program

• The user can also create tiers specific to the program (the functional requirement of creating a tier is addressed below)

• Any tiers created during this step will be accessible in the Tier Management Module

• The tiers and their associated rules can be replicated across programs, clubs and partners as required

Add a club to a program

It is compulsory for user to create at least one club under a program to use the LMS.If the user has created clubs, these can be assigned to a particular program/offer by pressing the Add club button on the UI.

• A club can also be created in this workflow. The user must add at least one club to the program in order to create it.

• The rules defined at the program level can be replicated across the club - The user can also define club specific rules when creating the club. These rules can be replicated for that club regardless of what program it is being added to.

User Account Creation

LMS-admin user will have the ability to provision a Program account.

• User details including name, phone and email will be required in order to create an account

• Access must be defined against account

• Valid Company Domain email id is required to provision account.

• On successful data inputs, account will be created in pending state until verified. - Login email workflow is triggered.

Email/Verification flow for account creation

On successful account creation, an email with a link to create password is triggered to the given user email address.

• Clicking on this link will take the user to the Set Password page

Set Password in Verification flow

The user can set a password for their new account on this page.

• The password must be confirmed in a second field

• The account status will change to Verified on successful password set up

Forgot/Reset Password

The user can trigger the reset Password page flow in case the password is forgotten/needs to be reset.

• When the user clicks on Forgot Password, an email is triggered with a link. - This link will take the user to the set password page where they can create a new password.

Create a Program (compulsory)

A user will set up an offer or program through the LMS Web application. The user can:

• Define the title of a program

• Define a time based validity of a program by selecting a date range

• Allocate a budget to a program (When a budget is defined, the LMS will leverage transactional and reporting data to track Company’s spend on the program against the defined budget. Events will be triggered via Cron Jobs to let program managers know how close they are to meeting/overstepping defined budget. This will be visible in the program performance dashboard.

Add earn and burn rules for a program (compulsory)

A user can add earn and burn rules for a particular program:

• These rules will be the base rules and can be applied across any entity the user adds to the program

• The user can configure the currency spend to the Point Earned ratio for the program

• The user can define the redemption value of points earned

• This will be done via a visual rule builder module (explained in its own section below)

Add tier definitions to a program (Compulsory )

A user can add tier rules to a different program.

• If the user has already created member tiers and their associated rules, they will be shown in a UI and can be added to the program

• The user can also create tiers specific to the program (the functional requirement of creating a tier is addressed below)

• Any tiers created during this step will be accessible in the Tier Management Module

• The tiers and their associated rules can be replicated across programs, clubs and partners as required

Add points and expiration rules to a program

A user can define the validity of points earned through various offers:

• Points can be location specific - only applicable to the location they were earned or to a group or locations or a particular partner segment

• Users can set the expiration time period of all points earned through the program.

• Users can set reminders for members of the program/offers to be sent via email/sms

• Users can set time left to expiry rules to trigger each reminder

Add target member segment

If the user has created member segments, these can be assigned to a particular program/offer. Only assigned member segments can participate in the offer. - The user can also initiate the create member segment workflow from this screen (explained in more detail below)

• If no member segment selected, the offer is valid for all members

Add a club to a program (Compulsory)

It is compulsory for user to create at least one club under a program to use the LMS.If the user has created clubs, these can be assigned to a particular program/offer by pressing the Add club button on the UI.

• A club can also be created in this workflow. The user must add at least one club to the program in order to create it.

• The rules defined at the program level can be replicated across the club - The user can also define club specific rules when creating the club. These rules can be replicated for that club regardless of what program it is being added to.

Add partners to a program

If the user has created partners, these can be assigned to a particular program.

• Partners can also be created in this workflow. Once a partner has been assigned to a program, the rules assigned to the program can also be replicated for the partner

• The user can also define partner specific rules when creating the partner. These rules can be replicated for that partner regardless of what program or club the partner is being added to

Add club/partner specific rules for the program

The user can use pre-created partner and club rule set to apply to partners and clubs being added into the program. The user can also create partner and club specific rules during this workflow. These can include:

• Earn and burn rules

• Points and expiration rules

• Specific tier rules for clubs and partners

• Member segment based rules across clubs and partners

The pre-saved rules of the program/offer (base rules) can also be replicated across all clubs and partners in the program/offer. This is automatically done if no specific club and partner rules are assigned

Create a corporate program

A user can create a corporate enrollment form through the corporate program module of the Web Application. The user can define:

• Title of corporate program (BMW enrollments)

• If tiers added, define the enrollment tier for this program

• Define the input fields required for this enrollment (name, email, phone, etc) - Define pre-existing program/offers applicable on this enrollment. If none defined, all active programs/offers will be applicable on this enrollment

• Define Earn/Burn, expiration and tier rules for this enrollment (the user can select from pre-existing rule sets or create new rule sets as part of this workflow) Once the required definitions are complete, the LMS will generate a microsite link which the user can disseminate across his/her potential list to begin enrollments

Program Listing Module (Listing and Details Page)

This module will render a list of all programs existing within the LMS. At a high level, the data points will be:

• Program Name and type

• End date and Start date

• Sales via program

Clicking on the program line item will render additional details including:

• All base rule sets associated with the program (editable)

• All clubs and partners associated with the program and their respective rule sets (if they are assigned) (editable)

• Enrollment history

• Accrual/Redemption history and velocity

Create a club

A user can create a club. This can be done when creating a program/offer or separately through the Club Management module. A user can: - Create title of club

• Associate existing rule set with club or create new rule set for club. The rules will include:

1. Earn/burn rules for club

1. Tier Management for club

1. Points and Expiration rules for club

• Assign Partners to the club with their specific rule set or the club/programs specific rule set

• Assign club and rule set to a program/offer (The user can choose to use the club rule set or the program/offer base rule set can also be applied

• Publish club regardless of whether it is assigned to a program/offer for future use

Create a partner

A user can create a Partner. This can be done when creating a program/offer or separately through the Partner Management module. A user can:

• Create title of partner, location of partner, partner category and rates of partner - Associate existing rule set with partner or create new rule set for partner. The rules will include:

1. Earn/burn rules for partner

1. Tier Management for partner

1. Points and Expiration rules for partner

• Assign Partners to a club or program/offer with their specific rule set or the club/programs specific rule set

• Publish partners regardless of whether it is assigned to a club or program/offer for future use

Partner Segmentation

The user can group various partners into a segment and associate one rule set across all partners within the segment. Segments can assigned to programs/offers or clubs

Billing for Partners

The LMS system will produce a transactional report per partner. This report will include:

• Member spend on partner

• Points earned/redeemed against partner

• Currency value of points redeemed against partner

Creating Points Rule Set

The user can create various points rule sets via the Points Management module of the web application. These rules will include defining the type of point (base, bonus and promotional) with its associated rule set: - Point earning rules (spend ratio, time of transaction,etc.)

• Point redemption rules (spend value, time of transaction, etc.)

• Earn/burn location based rules

• Point lifetime and expiration rules

The point rule set can be created specifically as part of this module or during the process of creating programs/offers, clubs or partners for rules specific to the entity

Assigning Point rule sets

A user can assign a published point rule set to any entity (program, club or partner)

Location Specific Points

When a location specific rule has been set on points against (for example) a partner, the LMS system will manage the points in a way where it will give a break down of how earned points can be used. It will show:

• Consolidated points

• Non location specific points (these earned points can be redeemed anywhere in the ecosystem

• Location specific points grouped by location (these can only be redeemed at the location assigned within the LMS

Point Expiry

Reward points earned will have a different expiry based on the transaction date.

Periodical Warning for Points expiry

A user can set multiple warning messages at multiple time periods from expiry. A cron will be programmed which will trigger these messages to the member based on the time periods defined

Breakage Reporting

This report will render the sum and value of all earned points that were not redeemed before expiration. It will be available as a UI utility in the Points Management module with applicable date/time filters

Points Listing Page

A user can access this page to see every transaction where points were earned/redeemed

• Transaction value and points earned, redeemed against transaction

• Source of earning and redemption

• Expiry date of points earned per transaction

Configure goodwill points

A user will have the ability to configure goodwill points which will be automatically awarded to members on the basis of events. The user can define the event

(birthday, referral) and define the points awarded with each event

Retro-claim

Member sends invoice and amount details via the mobile application, website or through the Contact Center.

• Details are verified and points are added in the LMS.

• Member is sent an email/SMS after the retro-claim request has been closed.

Manual Extension of points expiry

An LMS user can manually extend the expiration date of any member points via a utility on the member details page (more details included in member management)

Points transfer

An LMS user can transfer points from one member to another. When this action is carried, an email will be triggered to all involved members with a summary of the activity as well as the updated points balance and its associated expiration

Points Redemption/Accrual

• A minimum threshold for redemption exists

• Members can redeem either in points only or cash+points

• Redemption will be done on FIFO basis, based on transaction date - Points will be awarded on a rounded off value. (e.g. 25.6 points accrued, member is eligible for 26 points. 25.3 points accrued, member is eligible for 25 points).

• Points can also be accrued by completing tasks such as updating profile information. This can be defined in the rule set

• LMS admin can reverse point transactions if required

Creating a Tier

A user will have the ability to create tier slabs and assign a rule set to each slab.

Multiple tier slabs can exist within the LMS. To define a tier, the user will need to:

• Define the name and number of all tiers falling within a slab

• Defining published vs unpublished tiers

• Associate rule set with the different tiers in a slab - Assign tier slabs to program/offer, club or partner

Creating a Tier rule set

A user can set the following rules for different tiers in a tier slab. These include:

• Earn/burn rules based on tier level

• Benefits (discounts) based on tier level

• AED spend to maintain tier level

The created tiers and their associated rule set can be applied to any entity in the LMS. Where earn/burn rules are different to the tier rule set and entity, the entity rule set will be overwritten by the tier rule or vice versa as specified by the user

Upgrade/downgrade of member Tiers

The LMS system will automatically upgrade and downgrade members in their respective tiers based on the tier rule set configured. LMS users can also manually change the tiers of members via a drop down menu. Daily cron job checks member tier status eligibility

Tier Listing and Reporting

A reporting module will show high level statistics on tier level. This will include: - Spend in tier

• Points earned in tier

• Points redeemed in tier

• Basic member demographics per tier

Automated Member Messaging for

Tiers

Users can define tolerance levels and associated messages for tier upgrades and downgrades

• Message to be sent out to members as soon as tier upgraded

• Periodical warnings to be sent to member if tier is at risk of downgrade due to members not being able to meet yearly spend

Enrolling a member

An LMS user can enroll a member into the system. The user will need the following:

• Member first and last name

• Email

• Mobile number

• Nationality

• DOB

The user can be enrolled in a club (UBE only) against a program/offer. The active rule set associated with the club is now applicable on the member. The enrollment tier can also be set against an LMS member. Once the member has been enrolled, the member loyalty number will be generated and a welcome email will be triggered to the new member.

Alternatively, the system will also expose an enrollment API which connecting applications can leverage to enroll members into the LMS.

Member Account

• A given Membership number is ascribed to one person only.

• Members are unable to transfer ownership of an Account.

• Incase of a name change, the Contact Center will update member details after verification.

Defining status against a member

The user can configure rule based statuses against each member. Dependent on the rules, these statuses will include:

• Active: Member is eligible for earn and burn.

• Inactive: Account status changes to inactive after 12 months of transactional inactivity. Account status changes to Active once accrual/redemption is made.

Member is eligible for earn and burn.

• Pending Activation: Member has enrolled into the program via website/POS, but has not collected the card. Members can earn and log in to the website, but cannot burn

• Suspended: Account suspected of fraudulent activity are suspended. Members can earn and log in to the website, but cannot burn nor merge account

• Deceased: Accounts are marked as deceased (closed) when a member dies. Accounts cannot earn/burn. Credit can be transferred to the beneficiaries of the deceased.

• Merged: Duplicate accounts are merged. All credits are transferred from the

"merge from account" to the "merge to account"

• Dormant: Account will be listed as dormant after 24 months of inactivity, where all points are forfeited. Account status is changed to active once a transaction is made.

Blacklisted: Accounts will be blacklisted on proven fraudulent activity. Members cannot earn nor burn. Member accounts with the same name, email, mobile number, DOB, nationality cannot be never be created.

• Closed: Members can choose to close their accounts on request. Reason for account closure will be captured by the CSA. A closed account cannot be reopened. If a member wishes to enroll in the program again, a new account will be created.

Capture additional member demographics data from 3rd Parties

The LMS system will expose an API making it possible to capture various member demographics using 3rd party applications. This can be in the form of a mobile app where the customer is simply inputting their preferences.

Merge member accounts

Member accounts are merged via the Member management module on LMS.

Accounts are merged on member requests or in the case of duplicate accounts. Accounts with exact data points such as email, name, DOB, nationality and phone number are considered duplicate accounts.

• Once details are verified, secondary account is merged into the primary account.

• Secondary account status is marked as closed

• All earnings are transferred to the primary account

• Email is sent to both "Merge from" and "Merge To" accounts after merger

Member Segmentation

An LMS user can define various member segments based on data such as:

• Age, nationality

• Currency spend by time period

• Spend by partner or service

These segments can be saved by name and can be added to a program/offer directly for efficiency.

Targeted offers can also be assigned to a particular member segment via campaigns

Member Listing and Reporting

The member listing module will list the following data line item wise:

• Member name

• Member status

• Member Tier

• Member total spend

Clicking on a line item will open up the details page for that member which will include the following information

• Transaction listing of member including partner where spend took place, category of partner, total value of transaction, points earned on transaction, points redeemed for transaction, benefits, etc.

• Aggregated spend, redeem and earning values

• Member details including name, phone number, email, nationality, etc.

• Top spending categories

• Member tier history

Visual Rule Builder

The user will have the ability to create rules by using a a visual programming tool. The user will define a rule and then create an 'if' condition against it. Within the 'if' condition, the user can also define what entity the rule exists against. If no entity is defined, then a general rule will be created and will need to be applied across a particular entity.

Once the 'if' condition has been specified, an action can also be set in the visual rule builder specifying what will happen when the 'if' condition is met.

Creating Standard Rule Sets

The LMS user will have the ability to create rule sets using the visual rule builder.

These rule sets can be saved and replicated across any entity within the LMS. The user can access these rule sets in the relevant module of the web application and then assign them across a created entity including program/offers, clubs and partners.

New Blocks

The visual Rule Builder will now include New blocks to implement rule on product’s instance. Example of rules are here.

Creating a campaign

The user will have the ability to create a campaign on top of an existing program/offer. Based on the user's requirement, the campaign can also be applicable on a single or mix of entities within the program/offer including specific business unit, various tier or member segments. In this case, on the user's discretion, the campaign rule set will override the existing entity rule set. Billing rates for campaign points can be different than the regular accrual/redemption rates.

• All campaigns will have a campaign code, short and long description

Campaign Rule Sets

A campaign will run for a specific set of time and will have a rule set associated with it. This rule set can comprise of:

• Transaction time rules for both earning and redeeming

• Earn/burn rules based on partner or partner segments

• Lifetime and expiration rules of all points earned through campaign

The rule set can be created with the campaign or can be assigned from an existing rule set.

Campaign Reporting

A basic reporting dashboard and report will be made available against a campaign once it has been created in the LMS. This report will contain base metrics such as

• Total spend in campaign

• Total points earned and redeemed in campaign

• Incremental member addition through campaign

• Cost of campaign

• ROI on campaign

Creating a Reward

The user will have the ability to create a reward on top of an existing program/offer. Based on the user's requirement, the reward can also be applicable on a single or mix of entities within the program/offer including specific business unit, various tier or member segments. In this case, on the user's discretion, the reward rule set will override the existing entity rule set. Billing rates for reward points can be different than the regular accrual/redemption rates.

• All rewards will have a reward code, short and long description

Rewards Rule Sets

A reward will run for a specific set of time and will have a rule set associated with it. This rule set can comprise of:

• Transaction time rules for both earning and redeeming

• Earn/burn rules based on partner or partner segments

• Lifetime and expiration rules of all points earned through campaign

The rule set can be created with the reward or can be assigned from an existing rule set.

Reward Reporting

A basic reporting dashboard and report will be made available against a reward once it has been created in the LMS. This report will contain base metrics such as

• Total spend in campaign

• Total benefits earned and redeemed in reward

• Incremental member addition through reward

• Cost of reward

• ROI on reward

Creating an Offer

The user will have the ability to create an Offer on top of an existing program/offer. Based on the user's requirement, the offer can also be applicable on a single or mix of entities within the program/offer including specific business unit, various tier or member segments. In this case, on the user's discretion, the offer rule set will override the existing entity rule set. Billing rates for offer points can be different than the regular accrual/redemption rates.

• All campaigns will have a offer code, short and long description

Rewards Rule Sets

A offer will run for a specific set of time and will have a rule set associated with it. This rule set can comprise of:

• Transaction time rules for both earning and redeeming

• Earn/burn rules based on partner or partner segments

• Lifetime and expiration rules of all points earned through campaign

The rule set can be created with the offer or can be assigned from an existing rule set.

Reward Reporting

A basic reporting dashboard and report will be made available against an offer once it has been created in the LMS. This report will contain base metrics such as

• Total spend in the offer

• Total benefits earned and redeemed in the offer

• Incremental member addition through the offer

• Cost of offer

• ROI on offer

Enroll API

The LMS will expose an enroll API which 3rd party applications can use to enroll members into the LMS. The API will need the member name, phone number and email and will generate a loyalty number as a response

Enquire API

The LMS will expose an Enquire API which will need the Loyalty number to respond with the current point balance of the loyalty member

Earn API

The LMS will expose an Earn API which will require the loyalty number as well as the eligible revenue on the transaction to convert this into earned points for the member. The service will respond with the following information: - Old balance

• Points earned

• New balance

Redeem API

The LMS will expose a Redeem API which will require a loyalty number and value of transaction, an OTP and the points the loyalty member will want to redeem. If the loyalty member has sufficient points balance per members request, the API will respond with the following information

• Old points balance

• Number of redeemed points

• New points balance (with eligible earning, if any)

• Value of redeemed points

• Old transaction value

• New transaction value post redemption

FTP Handler

An FTP handler will configured to extract batch files from certain systems. These files will include:

• Guest and transaction files from Opera

• Transaction files from Spasoft

• Enrollment and transaction files from ENBD

ETL Logic for Batch File Processing

Transformation logic will need to be built into the LMS to create final outputs from all input files and load them into the LMS

Roles and Permissions

The following roles will be made available in the LMS:

• LMS Admin

• Super Admin

• Admin Role

• Partner Role

• Management View - Front Line Role

LMS users will only be able to see what they have been given access to. 

Middleware for Loyalty (EEG)

The middleware application will sit on the same machine as the POS system. There will be a UI which will allow for 4 options

• Enroll

• Enquire

• Earn

• Redeem

Enroll via EEG Middleware

Members can enroll directly at cashier desk via the EEG middleware. The cashier simply needs to click on the enroll button, enter member details like name, phone and email and a loyalty number will be rendered on the screen on successful execution of command

Enquire via EEG Middleware

Members can check their point balance via this middleware. The cashier will need to click the enquire button on the UI of the middleware and will need to enter the customer loyalty number they are enquiring about. On successful execution, the screen will render the updated points balance of the loyalty member as well as if any benefits are applicable on the transaction

Earn via EEG Middleware

In this case, the cashier will need to enter the loyalty number and eligible transaction value by clicking the earn button on the UI of the middleware. On successful execution, the old balance, the points earned and the new balance will be made visible on the UI of the middleware.

Receipt Interceptor

When cashier presses the print receipt button on the POS system, the middleware then intercepts the receipt and adds Accrual point breakdown (which was retrieved by the Enquiry API) onto the receipt.

Redeem via EEG Middleware

The cashier will select the redeem option and the point balance will be shown on middleware UI after the loyalty number is entered. An OTP will also be sent to the member. Once the cashier has entered the points the member would like to redeem as well as the OTP, the middleware UI will render the new transaction value if balance is sufficient. The cashier will update the transaction value on the POS and loyalty members point balance and breakdown will be updated in the LMS for that transaction

Receipt Interceptor

When cashier presses the print receipt button on the POS system, the middleware then intercepts the receipt and adds Redemption point breakdown (which was retrieved by the Enquiry API) onto the receipt.

LMS Admin

Has access right to all modules in the every program instance of LMS:

• User Management

• Multiple Programs Management

• Club, Partner Management

• Reward Management

• Offers Management

• Point Management

• Visual Rule Builder

• Tier Management

• Member Management

• Reports and Dashboards

• Campaign Management

• View Log

I can

• Manage/add Different Programs/companies

• Manage access/delete user for a program/company.

• Download and view logs for all programs

Super Admin

Has access rights to all modules in a single program :

• User Management

• Programs, Club, Partner Management

• Point Management

• Reward Management

• Offers Management

• Visual Rule Builder

• Tier Management

• Member Management

• Reports and Dashboards

• Campaign Management

• View Log

I can

• Set the initial rules for Earn, burn, Enroll and discount rule on program and club level.

• Set the initial Tier rules for Program and Club Level.

• Manage all user in the program

• Set permission for all the users in the program

• Download and view the logs for the program

• set permission for users required to operate the loyalty program

Admin

Has access rights to all modules, except User Management

• Program, Club, Partner Management

• Point Management

• Visual Rule Builder

• Reward Management

• Offers Management

• Tier Management

• Member Management

• Reports and Dashboards

• Campaign Management

I can

• Manage the loyalty program.

• Add and enroll Partners and Clubs.

• Add and edit rules for campaign and Tiers.

• Build report for management.

• Review and monitor Earn/burn Points.

Partners            

Not supported

Management

Can view metrics and KPIs:

• Reports and dashboards against all entities

• Billing reports

I can

• Review Loyalty program KPI and performance metric

• Review Billing summary for all partners.

Front-Line Manager

Access to EEG Middleware:

• Customer enrollment

• Balance Enquiry

• Accrual

• Redemption

I can

• Enroll a new customer/s to loyalty program by importing file or individually.

• check points of existing members.

• Tier upgrade and downgrade.

• points adjustment.

• Redeem available points and settle them partially or against a sale at my POS .

• Add missing points for a member.

Member

A customer who has successfully enrolled into the loyalty program. Members can:

• Register with the program

• View tier status

• View balance

• Enquire balance

• Claim Offers and Rewards.

• Earn and burn points

I can

• Go to company’s website and register as user or login as existing member.

• Check summary of my loyalty points.

• Earn and burn points against my transactions.

• File for Retro claims.