Case Study: Free achieves consistent cross-channel customer experiences with Figma

Free unifies 21 million subscribers’ experiences with Figma

Free, a major French ISP, faced challenges in maintaining consistent customer experiences across its many platforms, including web, mobile, and in-store retail kiosks. Different departments worked in silos using a mix of tools like PowerPoint and PDFs, leading to asynchronous feedback, version control issues, and a lack of design alignment, which resulted in inconsistent user interfaces.

By implementing Figma, Free created a centralized design system with over 2,000 styles and components. Figma enabled improved collaboration across all teams, from design and development to marketing and legal, streamlining the process from ideation to QA. This resulted in faster release cycles, saving several months on some projects, and allowed for real-world prototyping on retail kiosks. The solution provided by Figma brought greater consistency, visibility, and security to Free's design process.

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