Loyalty Enrollment — Operational Experience¶

End-to-end human journey for Loyalty Enrollment.
Modelled using the UC-BoK Experience Model (SPEC-016 / ADR-016).

Journeys¶

Journey	Actor	Touchpoint	Channel	Tasks	Type
Loyalty Enrollment — Store Associate Journey	Store Associate	`pos-terminal`	`in-store`	4	Happy path
Loyalty Enrollment — Digital Customer Journey	Customer	`mobile-app`	`online`	3	Happy path

End-to-End Sequence¶

Happy-path flow across all actors.

sequenceDiagram
    participant store_associate as Store Associate
    participant customer as Customer

    store_associate->>SYS: Invite Customer to Loyalty
    SYS-->>store_associate: LoyaltyInvitationPresented
    store_associate->>SYS: Capture Loyalty Registration Details
    SYS-->>store_associate: LoyaltyDetailsCaptured
    store_associate->>SYS: Create Loyalty Account
    SYS-->>store_associate: LoyaltyAccountCreated
    store_associate->>SYS: Issue Loyalty Card or Number
    SYS-->>store_associate: LoyaltyNumberIssued
    customer->>SYS: Complete Loyalty Self Registration
    SYS-->>customer: LoyaltyRegistrationSubmitted
    customer->>SYS: Verify Loyalty Email
    SYS-->>customer: LoyaltyEmailVerified
    customer->>SYS: Activate Loyalty Account
    SYS-->>customer: LoyaltyEnrolled

Loyalty Enrollment — Store Associate Journey¶

In-store loyalty enrollment journey initiated and completed with associate assistance.


Actor	Store Associate
Touchpoint	`pos-terminal`
Channel	`in-store`
Precondition	—
Postcondition	—

📢 Step 1 — Invite Customer to Loyalty¶

Store associate invites the customer to join the loyalty programme and explains the key enrolment benefits available at purchase.

Direction	Business Objects
Input	`customer`
Output	`customer`

Capabilities: loyalty customer-identity

Events: LoyaltyInvitationPresented

Interactions:

#	Interaction	Type	Input	Output	Event
1	Present Loyalty Benefits	🔔 notify	`customer`	`customer`	`LoyaltyInvitationPresented` ←
2	Confirm Interest to Enrol	✅ confirm	`customer`	`customer`	`LoyaltyInvitationPresented`

📥 Step 2 — Capture Loyalty Registration Details¶

Store associate captures enrolment details such as name, email address, date of birth, and consent choices required for loyalty registration.

Direction	Business Objects
Input	`customer`
Output	`customer`

Capabilities: loyalty customer-identity

Events: LoyaltyDetailsCaptured

Interactions:

#	Interaction	Type	Input	Output	Event
1	Enter Member Details	🟦 input	`customer`	`customer`	—
2	Confirm Registration Details	✅ confirm	`customer`	`customer`	`LoyaltyDetailsCaptured`

⚙️ Step 3 — Create Loyalty Account¶

Store associate submits the enrolment and the system creates the loyalty account and associated member number.

Direction	Business Objects
Input	`customer`
Output	`loyalty-member`

Capabilities: loyalty customer-identity

Events: LoyaltyAccountCreated

Interactions:

#	Interaction	Type	Input	Output	Event
1	Review Membership Record	👁️ review	`customer`	`loyalty-member`	—
2	Create Loyalty Membership	⚙️ execute	`customer`	`loyalty-member`	`LoyaltyAccountCreated`

📢 Step 4 — Issue Loyalty Card or Number¶

Store associate issues the generated loyalty number and, where supported, links or hands out a physical loyalty card.

Direction	Business Objects
Input	`loyalty-member`, `customer`
Output	`loyalty-member`

Capabilities: loyalty customer-identity

Events: LoyaltyNumberIssued

Interactions:

#	Interaction	Type	Input	Output	Event
1	Display Member Number	🔔 notify	`loyalty-member`	`loyalty-member`	`LoyaltyNumberIssued` ←
2	Issue Physical or Digital Card	✅ confirm	`loyalty-member`	`loyalty-member`	`LoyaltyNumberIssued`

Loyalty Enrollment — Digital Customer Journey¶

Digital self-service loyalty enrollment with registration, email verification, and account activation.


Actor	Customer
Touchpoint	`mobile-app`
Channel	`online`
Precondition	—
Postcondition	—

📥 Step 1 — Complete Loyalty Self Registration¶

Customer completes the digital loyalty sign-up form by entering required profile fields and opting into the programme.

Direction	Business Objects
Input	`customer`
Output	`customer`

Capabilities: loyalty customer-identity

Events: LoyaltyRegistrationSubmitted

Interactions:

#	Interaction	Type	Input	Output	Event
1	Enter Registration Details	🟦 input	`customer`	`customer`	—
2	Submit Loyalty Registration	✅ confirm	`customer`	`customer`	`LoyaltyRegistrationSubmitted`

✅ Step 2 — Verify Loyalty Email¶

Customer verifies the loyalty enrolment email by opening the message and following the verification link.

Direction	Business Objects
Input	`customer`
Output	`customer`

Capabilities: customer-identity loyalty

Events: LoyaltyEmailVerified

Interactions:

#	Interaction	Type	Input	Output	Event
1	Open Verification Email	✅ verify	`customer`	`customer`	—
2	Confirm Email Verification	✅ confirm	`customer`	`customer`	`LoyaltyEmailVerified`

⚙️ Step 3 — Activate Loyalty Account¶

Customer activates the loyalty account after verification so the membership becomes available for earning and redemption.

Direction	Business Objects
Input	`customer`
Output	`loyalty-member`

Capabilities: loyalty customer-identity

Events: LoyaltyEnrolled

Interactions:

#	Interaction	Type	Input	Output	Event
1	Review Activation Status	👁️ review	`customer`	`loyalty-member`	—
2	Activate Loyalty Account	⚙️ execute	`customer`	`loyalty-member`	`LoyaltyEnrolled`

Process: Process Catalog
Experience Index: All Operational Experiences

EXP-LOYALTYENROLLMENT — Loyalty Enrollment Operational Experience — UC-BoK v0.9-alpha

Loyalty Enrollment — Operational Experience¶

Journeys¶

End-to-End Sequence¶

Loyalty Enrollment — Store Associate Journey¶

📢 Step 1 — Invite Customer to Loyalty¶

📥 Step 2 — Capture Loyalty Registration Details¶

⚙️ Step 3 — Create Loyalty Account¶

📢 Step 4 — Issue Loyalty Card or Number¶

Loyalty Enrollment — Digital Customer Journey¶

📥 Step 1 — Complete Loyalty Self Registration¶

✅ Step 2 — Verify Loyalty Email¶

⚙️ Step 3 — Activate Loyalty Account¶

Related¶