Case Study: DocuSign achieves continuous UX improvement and stronger customer advocacy with InMoment

Driving Continuous UX Improvement and Customer Advocacy

DocuSign, a leader in secure e‑signature solutions, needed a way to continuously improve its user experience and surface satisfied customers who could drive referrals. The challenge was to collect timely, actionable feedback from users in‑app and turn those insights into product improvements and advocacy opportunities.

Using InMoment’s in‑app NPS microsurveys, DocuSign implemented a fast, secure Net Promoter Score program that gives product teams immediate, actionable feedback and identifies brand enthusiasts. The result: quicker course corrections to the user experience, stronger cross‑functional adoption of customer insights, and a steady pipeline of advocates who amplify DocuSign’s growth.

DocuSign