Identity and Access Management
Problem statement
Over the years after DocuSign Admin launch, we noticed that our customers, especially enterprise customers, had compliance requirements that were not being fully supported by our solution. Permissions were too broad and their employees ended up getting more access than they needed to perform their tasks. They needed ways to better control which employees had access to certain capabilities in the product.
Business goals
Provide more granular permissions in DocuSign Admin to increase customer satisfaction and prevent customer churn and partial churn
Project details
Several new granular permissions were developed and deployed to production each quarter since DocuSign Admin launch. Prioritization was driven first by number of customer tickets open requesting a certain permission, and second by customer size (Monthly Recurring Revenue).
The process I followed to create new granular permissions evolved over time with lessons learned from each iteration, and turned into the following set of steps that would not necessarily be executed in the order below:
I created a dashboard in Mixpanel and also partnered with the Data Analysis team to get insights on how customers were using each new granular permission (or not using it at all). Every other week, the team of product managers in my organization would meet to share metrics, discuss insights, identify risks of adoption, retention, etc, and make recommendations.
Final considerations
Over the course of 4 years, I maintained and delivered a set of ~20 permissions in DocuSign Admin Tools, and became the subject matter expert on administrative permissions in the company.
One of the granular permissions delivered in 2022 helped close an important deal that ended up being a $27K GNMRR ($27K per month for the upsell) added to what became an over $1.4M annual contract value.
