Overview

AIR Wallet provides powerful functionality in the AIR platform, enabling a single view of the customer across every touchpoint for a loyalty programme and any associated promotions/rewards.

Accounts sit at the core of the AIR platform and are the entities and objects that customers ultimately interact with. However, to provide a single view for both the retailer and the customer of what accounts they have available to them, they are placed within a digital 'wallet’. This wallet is the container for the accounts that belong to a customer.

AIR Wallet enables retailers to identify their customers and start to track and manage the rewards they have been issued and redeemed. This provides the retailer with the following 4 key benefits:

• Identity Management - The ability to hold and maintain multiple digital IDs against a wallet and manage different ways of accessing digital entitlements contained within.
• Customer Data Management - Ability to hold and maintain customer data against a wallet and associated accounts.
• Customer Accounts Management - A digital container, accessible through a unique ID which houses all digital entitlements and their associated rules for a single customer. We call these ‘reasons to be recognised’.
• Relationship Management - The ability to craft family or social hierarchies of wallets, each type with its own rules for allowing access to the accounts contained within.

Structure

The AIR Wallet with the entities and objects linked to it is illustrated and detailed below.

The contents of a wallet can be accessed via the AIR Wallet APIs, allowing for third-party apps and websites to display the contents of the wallet to the customer or Retailer.

The wallet is also accessible through the AIR Dashboard, allowing Customer Care agents and client staff to have a single view of a customer’s rewards, stored value balances and loyalty accounts.

Wallet Identities

The wallet is accessed using ‘identities’ that allow the wallet to be found. A Wallet Identity is what the customer provides during a purchase transaction, for example, so that the retailer to gain access to the accounts that the consumer has. Examples of identity types could be an email address, phone number, or loyalty card number.

Identities are assigned to a wallet, and a wallet can have more than one identity linked to it. The only stipulation is that an identity value must be unique within a retailer’s Eagle Eye account (E.g. a phone number identity type can only belong to one wallet in the retailer's Eagle Eye instance). Retailers can provide existing identities, or the AIR platform can generate identity values when adding the identity to a customer’s wallet.

Wallet Consumer Data

The wallet optionally allows for customer data to be attached to allow for a single view of all the data in 1 place.

This data is stored within the AIR platform and is then available within the AIR Dashboard's Customer Care areas or by using the Wallet APIs to retrieve the data. Existing systems can then update this within a retailer's IT estate.

Wallet Account Transactions

An account transaction is used within AIR to record a single operation (account creation, cancellation, update,
redemption, credit, debit, etc.) against a single account. A single account can have one or many account transactions, which should be used as an account Ledger (recorded operations for that account).

Wallet Transactions

As part of the single view of a customer, it is appropriate to store the details of any transactions that the customer has completed against their wallet. A wallet transaction is made up of supplementary information relevant to that particular transaction, such as basket summary, full basket content, store location, etc. and links to one or more account transactions.

As an example, a customer may redeem two coupons in one visit, spending £5 from an in-app balance, and collecting 100 base earn points. This would result in 1 wallet transaction and 4 account transactions (2x redeem, 1x stored value debit, 1x points earn).

Wallet Relationships

In many cases, multiple wallets are required to be linked together to represent social hierarchies and allow customers to share the rewards they have earned. Wallet Relationships can be configured in order to enable this via a concept we call 'Householding'. This also introduces the concept of 'parent' and 'child' wallets. An example household is illustrated below:

Wallet Management is key to setting up a Household, and Wallets can be managed directly via the Wallet API or AIR Dashboard. There are several features that are fundamental to the creation and management of a household such as Invite, Join, Merge and Split.

The customer benefit of linking their wallets in a household can be the ability to*

• Share points
• Share coupons
• Share access to subscriptions

*depending on the Core Product implemented.

Wallet Configuration

AIR Wallet is highly flexible and has been designed with customisable features that enable it to meet the needs of a retailer and their customers. AIR Wallet can be configured, and this is a task managed by the Eagle Eye Delivery teams. We will get you started with a standard wallet config, opening up the vast array of functionality in the AIR platform and enabling fast interactions into our APIs and as the delivery process progresses, updates will be made to satisfy the requirements of each loyalty scheme.

At the very basic level, the Wallet Config defines the names of different entities for a retailer, defines the relationships between entities and defines limitations on the number of those entities in a wallet. This config will cover all of the concepts defined in this guide and set out the rules of use.

Please contact your Account Manager for any enquiries or further details.