At Walla, we deeply value your ideas and suggestions. Our feature request process is designed to be fair, scalable, and beneficial for all users. This article will help you understand how we handle feature requests and set clear expectations for the process.
We pride ourselves on process, that is why we are able to do big things here at Walla.
Submit Feature Requests
Here's how you can contribute your ideas while maintaining our efficient process.
Product Portal
We welcome your feature requests through our Product Portal. These are pre-selected by our product team. There is not a place on the portal to submit new requests. Here, you can view existing requests and upvote them. A link to the Product Portal can be found at the bottom of every article and under the top right navigation menu, accessed after selecting your profile icon, within Walla.
Walla Team
If you're working with our support team or going through onboarding, and we identify a feature that would be beneficial, we'll submit a feature request on your behalf. We ask that you review the Product Portal board first to check if the feature is already added to the board. If the request does not currently exist on the board, when sharing your request it is required you use the following template when sharing your request with any Walla team member.
Feature Request:
Why/How it used:
Company:
Priority:
Working with Dedicated Support
Clients with dedicated support do have a unique opportunity to discuss their feature needs in more depth. This doesn't fast-track feature development, but it does provide valuable context to our team.
It's crucial to understand that this process doesn't guarantee the feature will be developed. However, it does ensure that your request is presented to the product team with thorough context and clear use cases. Even with this enhanced communication channel, all feature requests still go through our standard evaluation process.
What makes a great feature request?
Great feature requests are clear, to the point, and have example uses cases for context. The title should not exceed a few words and it should briefly summarize the request. What you provide us should be detailed yet concise. After submitting your request you have the option to choose how important to you it is to have the feature. We appreciate you sharing the impact this has on your business so we can better understand the need for the feature. Remember, however, that if everything is critical then nothing is critical.
Requests are easier for us to prioritize when they have information that can answer the following questions:
What are you trying to do that you are unable to do without the feature?
Why would this feature help solve the problem?
What do you currently do as a workaround?
What problem does having the feature solve?
What is it like to not have the feature
Feature Request Communication
At Walla, we value constructive feedback and open communication. However, it's crucial to understand what we consider appropriate and inappropriate when discussing feature requests or platform improvements.
We do not accept rudeness, insults, or aggressive language towards our team or platform.
Describing our software as "inadequate" or using derogatory terms is unacceptable.
Attempting to guilt or pressure our team into feature development is ineffective and inappropriate.
Repeated complaints about the same issue don't expedite solutions.
Constant negativity is counterproductive and strains our working relationship.
Insisting on immediate feature implementation or custom development for your business alone is not reasonable.
Demanding ETAs or confidential roadmap information is not appropriate.
Yelling, using all caps, or excessive punctuation is considered unprofessional.
Repeatedly contacting support for feature requests or roadmap inquiries is not the intended use of these channels.
Attempting to bypass our established processes will not be entertained.
Saying "I requested this a long time ago" or similar statements does not influence our development priorities.
Why "I requested this a long time ago" is ineffective:
Stating that you requested a feature "a long time ago" is a form of emotional appeal that doesn't align with our development process. This approach fails to consider the complex nature of software development and the numerous priorities our team juggles daily. Our development resources are allocated based on factors such as overall user benefit, technical feasibility, and strategic alignment - not the age of a request.
Feature Requests FAQ
What happens after I submit my request?
If you share a feature request with a member of the Customer Service team, your request will be added as a tally to an existing request. If it's a new idea, we'll add it to our tracking board and put one tally next to it. This does not guarentee it will be made and we do not provide updates after adding your request to the board.
Will I be updated on the status of my request or when it is released?
We don't send individual status updates on requests due to the high volume we receive. We also don't notify users when a feature is implemented, so we encourage you to keep an eye on our product updates.
How is it determined that a feature will be moved to the roadmap?
The number of votes influences the features the product team adds to the roadmap, but it is not the only deciding factor. Prioritizing futures involves a number of factors that include but are not limited to:
Ideas need to be aligned Walla’s long term vision and objectives.
The complexity and time it takes to develop
Will it help Walla users reach a business goal such as increase bookings, grow client base, significantly save time, or is it just something that is nice to have
Will this impact one business or will this help a majority of businesses
Resource and Team Availability
Understanding the cost/effort required to implement your request.
Total businesses requesting the feature
I have a feature that I just want added to my Walla site, how do I request that?
We don't add features to individual sites. All features affect every Walla user.
Why don't you have a form or take submissions?
We receive numerous feature requests daily. Having a form could easily consume an entire day each week just to keep everything organized. Our current process allows us to manage requests more efficiently and we do not have a form for submissions.
Can I reach out for updates on a feature or info on the roadmap?
We kindly request your patience and understanding, refraining from reaching out to support for roadmap insights. This allows our support team to excel at what they do best – providing you with excellent assistance. For updates on upcoming features, stay tuned to our Hello Walla blog and our Product Updates page found in the Product Updates section in our Support Center.
What is a roadmap?
A roadmap is a list of active and scheduled projects that our product and engineering teams work on to develop experiences that better meet the needs and goals of Walla's customers. Our teams are simultaneously working on dozens upon dozens of projects in various stages of development in addition to incorporating feature requests.
I was told something is being worked on, can I have an ETA?
It is challenging for us to provide timelines for feature requests but for features that are included in our roadmap we try to share a rough ETA, but there are many variables that go into making a feature. This means that ETAs are not definite and are subject to change, and they usually always do. It is not that we do not want to provide an ETA, it is that the ETA we provide will very likely change. Please note we cannot build requests on your timeline.
What is an ETA and is it definite?
It is challenging for us to provide timelines for feature requests but for features that are included in our roadmap we try to share a rough ETA, but there are many variables that go into making a feature. This means that ETAs are not definite and are subject to change. Please note we cannot build requests on your timeline.
When will a feature I submitted or voted for be made?
We can't guarantee that every request will be implemented exactly as it's asked. It's important to remember that some feature and enhancement requests may seem straightforward, but they often entail complex considerations. While our support team collaborates closely with our product team, they may not always have access to specific product timelines or rough estimates. We kindly request your patience and understanding, refraining from reaching out to support for roadmap insights. This allows our support team to excel at what they do best – providing you with excellent assistance. For updates on upcoming features, stay tuned to our Hello Walla blog and our Product Updates page found in the Product Updates section in our Support Center.
Submitting a long list of feature requests can overwhelm our capacity to review each request thoroughly, potentially delaying essential features and showing disrespect for both our team's time and other clients' needs. Prioritizing a select few critical requests ensures fairness, respects our process, and allows us to deliver impactful solutions that benefit all our clients.