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Hello DocuSign Team,

First, thank you for providing the Ideas section on the DocuSign Community platform. It's a great initiative to connect with customers, gather valuable feedback, and involve the community in shaping DocuSign's future.

As a DocuSign Partner, I’ve noticed that while there are many insightful suggestions on the Ideas board, most posts, even those submitted months ago, seem to have no updates or responses. This might inadvertently leave customers wondering whether their voices are being heard or if their ideas are being considered.

In other product communities, it's common practice to have a designated team or individual responsible for reviewing and updating the status of ideas. For example, marking an idea as "Under Product Review", "On the Roadmap", or "Not Planned" helps foster transparency, sets clear expectations, and encourages more engagement.

Could I kindly ask if there is a similar structure in place for DocuSign's Ideas forum? If not, would it be possible to consider assigning resources to actively review, respond to, and update the status of ideas? Regular updates and interactions would not only build confidence among contributors but also demonstrate DocuSign's commitment to its community and customers.

I believe such an approach would be a win-win for everyone involved, strengthening trust and collaboration between DocuSign, partners, and customers alike.

Thank you for considering this suggestion, and I look forward to seeing how we can continue to grow together as a community.

 

FreeLink/甫连信息
🌍 DocuSign Partner | Partner Profile
🏆 2024 APAC Reseller Growth Partner of the Year
🌟 The only DocuSign Partner globally certified as both a Certified eSignature Administrator and eSignature Technical Consultant.
📊 DocuSign Community Leaderboard Top 5 contributor.
🚀 Expertise in DocuSign integrations with on-premises systems for leading enterprises across various industries.

Feel free to reach out for collaboration opportunities.

Hi Hengfeng,

 

Thank you for sharing your thoughtful suggestions regarding the Ideas section on the Docusign Community platform. We truly appreciate your engagement and your commitment to helping us improve the community experience.

 

We understand the importance of timely updates and fostering transparency around submitted ideas.  Ideas are weighted using a number of parameters including number of votes, impact, reach, and alignment with strategic vision and roadmap. It’s never a straight route from Idea submission to implementation, however, once we have accepted an idea in the product backlog, we will make an effort to ensure that the status of the idea reflects the current status of the feature. We aim to give as much transparency as possible with idea statuses so that you have insight into ideas that have been reviewed and/or delivered. We appreciate your suggestion and agree that more consistent updates could better demonstrate our commitment to this process.

 

To address this, we are implementing several enhancements:

  1. Acknowledgment: Beginning in December, we will ensure all ideas are acknowledged within one week of submission.
  2. Transparency: We are revising our welcome messaging to explain better how ideas are reviewed and what criteria are needed for consideration.
  3. Engagement: Once an Idea moves into a review cycle, we will publish status updates in the Community enabling customers to follow the progress of their suggestions
     

These are our first steps, and we’re committed to continuously improving the process. Your feedback plays a key role in shaping these changes, and we thank you for helping us grow together as a community.
 

If you have further suggestions or questions, please feel free to reach out!

Hi ​@Reuben.Ng ,

Thank you so much for your detailed response and for sharing the measures and timeline you’re implementing to enhance the Ideas forum. We’re truly impressed by how seriously DocuSign has taken our feedback and the focus you’re placing on improving the Ideas platform. Your thoughtful and committed approach is greatly appreciated and very encouraging!

That said, we’ve occasionally encountered situations where customers perceive certain issues as bugs because they significantly affect their experience, but support has clarified that these are expected product behaviors. In such cases, it can be challenging to find a clear path to escalate these concerns or seek clarification from the product team. We also sense that the support team may face hurdles when escalating feedback to the product team, which might limit opportunities to address customer needs effectively. Streamlining communication between support, the product team, and customers could help ensure DocuSign remains closely aligned with customer expectations. Do you have any recommendations on how to handle such situations more effectively?

Additionally, I wonder if DocuSign has considered further promoting the Ideas forum to customers. Encouraging more customers to participate could provide the product team with a broader range of voices and help address urgent needs. Greater awareness and engagement would create a positive feedback loop, where customers feel heard and motivated to contribute more actively.

Once again, I sincerely thank you for your dedication and thoughtful communication on these matters. It’s inspiring to see DocuSign working to improve transparency and engagement.

Looking forward to hearing your thoughts.

 

FreeLink/甫连信息
🌍 DocuSign Partner | Partner Profile
🏆 2024 APAC Reseller Growth Partner of the Year
🌟 The only DocuSign Partner globally certified as both a Certified eSignature Administrator and eSignature Technical Consultant.
📊 DocuSign Community Leaderboard Top 5 contributor.
🚀 Expertise in DocuSign integrations with on-premises systems for leading enterprises across various industries.

Feel free to reach out for collaboration opportunities.

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