Research, remotely | Figma Blog

Remote research requires more than transferring in-person methods to video calls; it demands empathy, clear guidance, and intentional collaboration. Figma’s research team recommends adapting participant communication, limiting observers, documenting sessions, and using shared virtual boards to synthesize findings. Remote work also creates opportunities to reach people who would otherwise be difficult to interview in person.

Lead with User Empathy

• Recognize that participants may be facing personal or professional difficulties and may not be ready to participate.
• Be willing to pause or slow research when the situation calls for it.
• Avoid assuming participants are comfortable with video-conferencing tools.
• Send preparation materials and detailed instructions explaining how to join the call and what the session will involve.

Keep the Research Team Involved

• Limit live participants to essential roles, such as a facilitator and note-taker, since too many observers can make participants uncomfortable.
• Record interviews only after obtaining permission; recordings preserve tone and context that written notes may miss.
• Hold post-session debriefs with the full research team, including people who did not attend the interview.
• Share recorded status updates in Slack to communicate interview progress, emerging findings, project materials, and outstanding sessions.

Use a Virtual Research Board

Figma’s team uses shared boards to collect and synthesize research remotely. A useful board can include:

• Research questions: The study’s goals and questions to answer.
• Participants: Participant profiles, roles, images, and notable quotes.
• Theme board: Grouped notes showing patterns across interviews.
• Open questions: Issues requiring further investigation.
• Next steps: Specific follow-up sessions, analysis, or team discussions.

Take Advantage of Remote Research

• Remote sessions can reach participants who live far from a company’s headquarters or outside typical in-person recruiting areas.
• Although remote research introduces technical and interpersonal challenges, it can broaden access to geographically diverse audiences.

Remote research works best when teams prioritize participant comfort, provide unusually clear instructions, and maintain shared documentation. Use remote tools not merely as substitutes for in-person work, but as a way to expand who can participate and how findings are shared.