Let me explain to you how you wasted an hour of my time today.
First, let me explain that I love your product. It’s fantastic. In fact, I’m taking the time to explain to you how you could improve your “fit and finish”.
My legal department signed something and forwarded it to someone else for signature. They CC:’ed me.
Instead it included the text “[redacted] sent you a copy.” which I ignored because right below it was:
Tom Limoncelli, Plesae docuSign [name of file].pdf" Thank you, [name from my legal department]
What would you do? You’d click on the link and try to sign …ummmm…. docuSign it. Right?
So being a good corporate citizen I clicked on the “REVIEW DOCUMENT” button and was surprised that there was no button to click to sign the document.
Now I wasted 5 minutes trying to figure out how to sign …ummmm…. docuSign it. There was a “CLOSE” button and an “OTHER ACTIONS” menu. The menu had nothing useful. I clicked “CLOSE” and was told, You’re done! Thanks for using docuSign. After all recipients finish signing, you will receive an email with alink to the document."
“Wait,” I thought to myself, “That can’t be right!” I didn’t sign it. How can it say that I’m done?
So then I wasted 5 minutes explaining this to my contact in my legal department (and I assure you, her 5 minutes is a lot more expensive than my 5 minutes) and she explained that I was CC:’ed and I didn’t actually have to do anything.
The email I got should have said, “This is being CC:’ed to you. You don’t actually have to do anything.” However it didn’t. It literally misdirected me by saying, “PLEASE DOCUSIGN THIS”.
TOTAL TIME WASTED: 5 plus 5 plus 5 = 15 minutes
Feature request: When someone is CC:’ed, don’t misguide them and ask them to sign …ummmm…. docuSign it! You’re already generating custom text ("[redacted] sent you a copy"), why not change the “Please docuSign” to “You’ve been CC:ed on this. You don’t have to do anything. However you can click on the link to review the document. You will not be given the option to sign.”
Well then I figured I should report this. I like docuSign and don’t want this bug to go unfixed. Certainly I can’t be the only person that gets misled. Certainly docuSign cares about the user experience of newbies… I mean casual users… like myself!
So I searched around to find out how to file a bug. Well that required creating an account on your system.
Now I’m all about security. So I use a password manager. It generates extremely long, difficult-to-guess, passwords any time I go to create an account.
However, your account creation process intentionally evades such things, so the extremely long, difficult-to-guess, password that was created was lost. Most websites are written by lazy programmers that decide not to fuck with password managers. (Did I say “fuck”? I’m sorry. I meant “evade”). However you’ve decided to spend extra time and effort just to fuck with password managers. I think this extra coding time could have been spent on more important things like… properly generating text to people that are only CC:ed on contracts. But what do I know about security? I digress.
The long and the short of it is that now I need to go through the password recovery process.
At this point I realize that I’ve wasted 30 minutes trying to give you feedback. This feels like a great waste of time because why would a company fix a problem that only affects people that don’t pay for your product?
TIME WASTED TRYING TO OPEN A BUG: 45 minutes
That’s when I realize it would take me less time to write this blog post than to figure out how to file a bug.
TIME WASTED WRITING THIS BLOG POST: 15 minutes
Don’t worry. I look forward to the phone call. I’m going to keep them on the phone for a good long time.
By the way…
I have screen shots and stuff that I’d be glad to share with you. Contact me at tal at what exit dot org.
Update: 2018-05-02 It has occured to me that the “file name” might be
Plesae docuSign [name of file].pdf in which case this is not
docuSign’s fault. However, if this is true, then docuSign needs to visually
indicate that this is a filename.