Case Study: Square achieves interactive, empathy-driven onboarding with Figma (FigJam)

Square’s onboarding serves up more end user empathy

Square faced a fragmented, information-heavy onboarding for its Square for Restaurants team—new hires had to absorb piles of documentation, learn industry-specific lingo, and navigate remote technical setup. To tackle this, Matt Kursmark, Senior Product Designer at Square, used Figma’s FigJam to create a visual, role-specific onboarding flow that replaces dry documents and meetings with an interactive experience.

Using Figma’s FigJam, the team built interactive task-driven files that mimic a restaurant’s setup, include a glossary of industry terms, and provide threaded sticky-note feedback areas. The Figma solution centralized information, made onboarding more engaging, and built customer empathy from day one, producing clear qualitative improvements in new-hire understanding, task completion, and ongoing product feedback.

Square

Matt Kursmark

Senior Product Designer