2022 Q3: Personalised Deliver2Me item recommendations for Mesra Stores

• 1.0 Summary
• 2.0 Details
  • 2.1 What is covered?
  • 2.2 What is not covered?
  • 2.2 How does personalised recommendations work
  • 2.3 Will all users be automatically onboarded to this new experience?
  • 2.4 What does the personalised Deliver2Me journey look like for Users?
  • 2.5 Is this available for iOS and Android?
  • 2.6 Can users opt out of Personalised Deliver2Me ?
  • 2.7 Does this apply for Shop only experience?
  • 2.8 How many items will be recommended to me?
  • 2.9 What happens if a recommended item is out of stock?
  • 2.10 What happens if there are no recommendations for a Station?
  • 2.11 How are the products fed into Dynamic Yield for personalisation?
  • 2.12 What algorithms are currently in use
• 3.0 Release plan
• 4.0 FAQ
  • 4.1 How to track recommendations?

Interface	Setel App
Release version	1.101
Team	Ordering

1.0 Summary

Personalised Deliver2Me recommendations are here! Users will be able to receive personalised recommendations that are generated just for them and their unique circumstances. Leveraging Dynamic Yield as the recommendation engine and our data scientists to help with modelling, we deliver what people want, when people want it.

Releasing with 1.101, July 18 tentatively

2.0 Details

2.1 What is covered?

• Item recommendations are available for all Mesra Stores located in their respective PETRONAS stations.

• All categories of items are covered in items that may be recommended to the users, i.e Drinks, Snacks, Breakfasts etc.

2.2 What is not covered?

• Item recommendations are not available for QSRS; i.e Tealive, Pasta Panas, Dunkin Donuts

2.2 How does personalised recommendations work

Users will receive personalised recommendations in the recommendations section during the Deliver2Me experience when they are fuelling at stations with Deliver2Me enabled.

Products that will be recommended are pre-selected from a list of items that have the highest likelihood to sell, and enriched with additional metadata before being loaded to Dynamic Yield.

Dynamic Yield will use its internal algorithms to generate a list of recommendations based on the users previous experiences, their attributes and our product data. There are a list of potential algorithms we can use as well to fine tune the process in a way that fits our preferences,

2.3 Will all users be automatically onboarded to this new experience?

Yes. At all PETRONAS stations, users will be able to purchase recommended items via Deliver2Me on the Home page catalogue.

2.4 What does the personalised Deliver2Me journey look like for Users?

When users arrive at their respective PETRONAS stations, users will be prompted with Deliver2Me via the Home page. Upon surfacing the Deliver2Me catalogue, users will be able to view a new category called Recommended, with curated list of items

2.5 Is this available for iOS and Android?

Yes. Recommendations for Deliver2Me will be available for both iOS and Android users.

2.6 Can users opt out of Personalised Deliver2Me ?

No. Recommendations are curated for all Users, from version 1.101 onwards. User cannot turn it off, will be a default 1st category that shows up on Deliver2Me prompt

2.7 Does this apply for Shop only experience?

No. Recommendations are only for Deliver2Me shop while fuelling experience at the moment. Reason being Shop only has only Cooking Gas items so far, other Mesra items are not available via Shop only experience.

2.8 How many items will be recommended to me?

We will display the top 4 recommended items at any given time under the Recommended category in the Deliver2Me Catalogue.

These top 4 recommendations will have further checking to ensure that the item is available and in stock at their respective Mesra Stores.

2.9 What happens if a recommended item is out of stock?

Follows current Deliver2Me practise. If a recommended item was marked as unavailable by the KP or Station crew, it will not be displayed to the users.

In the event that a recommended item was actually out of stock, and Station crew missed to update in system, item will still be shown in the app

2.10 What happens if there are no recommendations for a Station?

When there are less than 4 items to be recommended due to unavailability/out of stock,

• The recommended category would not display on the Deliver2Me catalogue

• Rest of the categories and items will be available for User to purchase

2.11 How are the products fed into Dynamic Yield for personalisation?

The product feed now sits on a Google Sheet with limited edited access. Items can be added here according to the headers given to ensure that the product is added to the feed to be considered for recommendations

Important fields to update to ensure items display (other fields are optional)

• sku

• group_id

• name

• url

• price

• in_stock

• image_url

2.12 What algorithms are currently in use

Available options can be found here at https://support.dynamicyield.com/hc/en-us/articles/360022554694-Recommendation-Strategies

Currently two strategies are in use

• Most Popular

• Purchased together

Reasons these two are chosen as they also have a fallback to ensure that recommendations are displayed. New strategies can be tested when ready.

3.0 Release plan

Recommendations for Deliver2Me targets 1.101 (18th July 2022) for percentage rollout.

Progressive rollout follows the main app. As Setel iOS and Android app is progressively rolled out, Recommendations for Deliver2Me will be rolled out alongside the same set of Users.

4.0 FAQ

4.1 How to track recommendations?

Mixpanel events are enhanced to track whether recommended items are bought/added to cart/purchased.

Events - Concierge Orders