Case Study: Figma scales product feedback loops with Enterpret

How Figma leverages AI to scale its product feedback loops

Figma, a leading design platform, needed to scale its user-focused product strategy but faced significant challenges in managing its customer feedback. The company struggled with feedback being scattered across many sources, a lack of context for that feedback, and no single source of truth, which made it difficult to inspire action and close the loop with users. To tackle this, Figma partnered with Enterpret to build and power its Voice of Customer program.

Using Enterpret’s AI-powered platform, Figma automatically aggregated and accurately labeled feedback from all channels, making it the single source of truth. This solution unlocked numerous use cases, from informing company-wide strategic objectives to freeing up team time for higher-value activities. The measurable results included integrating Voice of Customer data into half of the company's objectives, transforming how partnership teams act on requests, and empowering product managers to triage feedback with far less handholding. Enterpret provided Figma with the critical infrastructure to democratize feedback and leverage AI for future innovations.

Figma

Michael Nguyen

Head of Research Ops and Insight