Carma - Grace Period Education Scenarios
TitleDescriptionHOV StatusCustomer FeedbackEducation Point
 Collaboration powered by Smartsheet   |   Report Abuse
1
No Vehicle Added
The user does not understand that they need to add a vehicle in the GoCarma app. Once they create an account, they expect to get HOV toll discounts.SOV Status reported to road operator; Customer needs to call NTTA to receive HOV Discount. NTTA apply discount and communicates toll adjustment with road operator.NTTA would apply discount and Carma would follow-up with additional educational feedback.Customer must add a vehicle within the GoCarma App
2
GoCarma Pass Not Activated
The user does not understand that they need to activate the GoCarma Pass prior to placing it in their glove box.HOV status reported to road operator. No further action.Carma would communicate with customer to resolve.GoCarma Pass must be activated
3
GoCarma Pass in Wrong Vehicle
The user activates the GoCarma Pass but places it in the wrong vehicle. This means their occupancy will not be verified when they’re in the right vehicle.HOV status reported to road operator. No further action.Carma would communicate with customer to resolve.Ensure GoCarma Pass is in the right vehicle
4
Only 1 GoCarma User in Car
The user does not understand that each person in the car must use GoCarma to qualify as a high-occupancy (2 occupants) vehicle.SOV Status reported to road operator; Customer needs to call NTTA to receive HOV Discount. NTTA apply discount and communicates toll adjustment with road operator.NTTA would apply discount and Carma would follow-up with additional educational feedback.Get others to download GoCarma app and sign up as Occupants. They simply do not add a vehicle.
5
Bluetooth Disabled
The user has disabled Bluetooth on their phone, without realizing that the GoCarma app does not work without Bluetooth.HOV status reported to road operator. No further action.Carma would communicate with customer to resolve.Enable Bluetooth
6
Bluetooth Permission Not Granted
The user has Bluetooth enabled on their phone, but they have not granted the GoCarma app permission to access Bluetooth.HOV status reported to road operator. No further action.Carma would communicate with customer to resolve.Open the app and grant permission.
7
Location Services Disabled
The user has disabled location services on their phone without realizing that GoCarma needs access to location services to work.HOV status reported to road operator. No further action.Carma would communicate with customer to resolve.Enable location services
8
Location Services Permission Not Granted
The user has not granted permission to the GoCarma app to access their phone’s location services.HOV status reported to road operator. No further action.Carma would communicate with customer to resolve.Open the app and grant permission.
9
Smartphone Battery Expires
The user’s smartphone battery expires early in their trip.SOV Status reported to road operator; Customer needs to call NTTA to receive HOV Discount. NTTA apply discount and communicates toll adjustment with road operator.NTTA would apply discount and Carma would follow-up with additional educational feedback.Ensure your smartphone battery is charged.
10
Smartphone Battery Is Very Low
The user’s smartphone battery is very low, causing the GoCarma app to be shut down by the operating system to help make the battery last longer.SOV Status reported to road operator; Customer needs to call NTTA to receive HOV Discount. NTTA apply discount and communicates toll adjustment with road operator.NTTA would apply discount and Carma would follow-up with additional educational feedback.Ensure your smartphone battery is charged.
11
Faulty GoCarma Pass
Something unexpected happened to the GoCarma Pass.Call and apply discount outside 90-day grace period. SOV Status reported to road operator; Customer needs to call NTTA to receive HOV Discount. NTTA apply discount and communicates toll adjustment with road operator.NTTA would apply discount and Carma would follow-up with additional educational feedback.GoCarma Pass needs to be replaced.
12
Software Error
Something unexpected happens in the GoCarma system or the toll transaction systems, or the communications between those systems in the early days.HOV status reported to road operator. No further action. Apply discount outside the 90-day grace period.Carma would communicate with customer to resolve.Something went wrong, not your fault….