Privacy Policy

How Figment Learning Labs collects, uses, and protects your information.

Effective date: January 1, 2025  ·  Last updated: March 2026

Overview

Palmetto Innovative Education LLC, doing business as Figment Learning Labs ("Figment," "we," "our," or "us"), operates the Figment Learning Labs platform, including FigmentClinic, FigmentProFiles, and FigmentTeamLab (collectively, the "Platform"). We are committed to protecting the privacy of instructors, administrators, and institutions who use our services, and to minimizing the personal information we collect about students.

This Privacy Policy describes what information we collect, why we collect it, how we use and protect it, and your rights with respect to that information. By using the Platform, you agree to the practices described in this policy.

Our Core Commitments We do not sell personal data. We do not display advertising. We do not collect personally identifiable information about students who access the Platform via institutional access codes. We do not use student session data for any purpose other than delivering the educational experience you and your institution have authorized.

What We Collect

Instructor & Administrator Accounts

Only instructors and institutional administrators create accounts on the Platform. When an account is created, we collect: name, email address, institutional affiliation, and role (instructor, admin, or superadmin). We store passwords as bcrypt hashes — plaintext passwords are never stored or transmitted to us.

Instructor and administrator accounts are issued and managed by Figment directly. They are not federated with, linked to, or authenticated through any university single sign-on (SSO) or institutional identity system. The email address used to register a Figment account does not need to be the user's institutional email.

Student Access — Anonymous by Design

Students do not have accounts on the Platform Students access Figment using anonymous, instructor-issued access codes. We do not collect or store student names, email addresses, student ID numbers, dates of birth, or any other directly identifying information about students. Students are not asked to create an account, log in, or provide personal details to use the Platform.

An access code grants a student a configurable number of simulation sessions. The Platform records the session activity associated with the code, but the code itself is not linked to any student identity within the Figment system. The mapping of access codes to specific students — if such a mapping exists — is maintained solely by the issuing instructor or institution, outside of the Platform.

Session & Simulation Data

During a simulation session, the Platform records: the conversation transcript between the user and the AI character, quiz responses and scores, evaluation dimension ratings and AI-generated narrative feedback, progress notes (in FigmentClinic), session timestamps and duration, and the access code (or instructor account) that initiated the session. This data is associated with the access code or instructor account, not with a student identity.

Technical & Usage Data

We automatically log: browser type and version, operating system, IP address (used for security and abuse prevention, not behavioral profiling), pages requested within the Platform, and session timing information. We do not use persistent cross-site tracking, advertising identifiers, or third-party analytics that share data outside Figment.

Instructor & Administrator Content

Instructors who create cases provide: case titles, descriptions, character identities and backstories, clinical or scenario content, quiz questions and answer keys, evaluation rubrics, and uploaded images (background images, and in TeamLab, character card images). This content is associated with the creating instructor's account and institution.

Information We Do Not Collect

We do not collect: payment card numbers (processed by Stripe under their own privacy policy and never transmitted to Figment servers), biometric data, microphone or video input, sensitive health information about platform users, social media credentials, or any directly identifying information about students who access the Platform via access codes.

How We Use Your Information

Delivering the Platform
Running simulations, storing session history under access codes or instructor accounts, generating AI evaluations, and providing instructors with session-level performance data.
AI Processing
Simulation conversation content is sent to OpenAI's API to generate character responses and session evaluations. This content does not include student names, email addresses, student ID numbers, or other directly identifying information about students. OpenAI processes this data under a Data Processing Agreement that prohibits training on API data. See openai.com/policies for details.
Platform Improvement
Aggregate, de-identified usage patterns help us improve simulation quality, identify technical issues, and prioritize new features. We do not use individual session data to develop or train AI models.
Communication
We may contact instructor and administrator account holders with important service notices, security alerts, and — with consent — product updates. There are no email communications sent to students, because students do not provide email addresses to the Platform.
Legal Compliance
We may process data as required by applicable law, including FERPA, state student privacy regulations, and lawful requests from regulators or courts.

Sharing & Disclosure

We do not sell or rent personal data to third parties. We share data only in the following circumstances:

  • Your institution: Instructors and administrators at the institution that issued an access code can view session transcripts, scores, and evaluations associated with that code. Institutions are responsible for mapping access codes to their students within their own systems.
  • OpenAI: Simulation conversation content is processed via the OpenAI API under a Data Processing Agreement. OpenAI does not use API data for model training. We do not transmit student-identifying information to OpenAI.
  • Stripe: Payment processing for instructor or institutional purchases. Stripe receives transaction data under their own privacy policy. Figment servers do not store payment card numbers.
  • Amazon Web Services: Our infrastructure provider. AWS hosts the Platform and processes data under its own enterprise security standards and our service agreement.
  • Legal requirements: We may disclose data if required by court order, subpoena, or applicable law, and will notify affected institutions to the extent legally permitted.
  • Business transfers: In the event of a merger, acquisition, or sale of assets, user data may transfer to the successor entity under terms no less protective than this policy.

Student Data & FERPA

FERPA Posture Because students access the Platform through anonymous access codes and do not provide directly identifying information, the data Figment holds about a student session is generally not, on its own, a personally identifiable education record under FERPA. The institution that issues access codes maintains the link (if any) between codes and individual students within its own systems and remains the FERPA-covered party.

To the extent any data on the Platform is reasonably linkable to a specific student through the institution's own records, Figment acts as a "school official" with a legitimate educational interest under 34 CFR § 99.31(a)(1)(i)(B) when providing services pursuant to an institutional agreement. In that capacity, we:

  • Use session data only to perform the educational service the institution has authorized
  • Do not redisclose session data to other parties without institutional consent or lawful exception
  • Provide institutions with tools to export the session data tied to their access codes
  • Delete data tied to specific access codes or institutions upon written request from the institution within 30 days
  • Maintain reasonable administrative, technical, and physical safeguards for session data

Institutions retain control over the access codes they distribute and are responsible for any internal records that link those codes to identifiable students.

Data Retention

Data TypeRetention PeriodDeletion Method
Session transcripts & evaluations2 years from session date, or until the issuing institution requests deletionAutomated purge + database delete
Instructor / admin account informationDuration of account + 1 year after closureAccount deletion workflow
Access code records1 year after code expirationAutomated purge
Server access logs90 daysAutomated rotation
Billing records (instructor / institutional purchases)7 years (legal requirement)Manual deletion upon request post-legal hold

Your Rights

Instructor and administrator account holders may request access to, correction of, deletion of, or a portable copy of the personal data Figment holds about them. To exercise these rights, contact us at info@figmenthealth.com. We will respond within 30 days.

Because students do not have accounts on the Platform and Figment does not hold directly identifying information about students, student-related requests should be directed to the institution that issued the access code. The institution holds the records that link codes to specific individuals and can request deletion or export of session data tied to its codes from Figment.

Cookies & Tracking

We use session cookies for authentication of instructor and administrator accounts and for maintaining state during student access-code sessions (necessary for the Platform to function), plus a small number of persistent preferences cookies (e.g., audio settings). We do not use advertising trackers, third-party analytics cookies, or social media pixels. Disabling cookies will prevent the Platform from functioning.

Contact

Privacy questions: info@figmenthealth.com
Palmetto Innovative Education LLC, doing business as Figment Learning Labs  ·  Mount Pleasant, South Carolina

Effective date: January 1, 2025  ·  Last updated: March 2026

Acceptance of Terms

These Terms of Use ("Agreement") constitute a legally binding contract between you and Palmetto Innovative Education LLC, doing business as Figment Learning Labs ("Figment"). By creating an instructor or administrator account, purchasing access, distributing or using an access code, or otherwise accessing the Platform, you agree to be bound by this Agreement. If you are entering into this Agreement on behalf of an institution, you represent that you have authority to bind that institution.

If you do not agree to these terms, do not use the Platform.

The Platform

Figment Learning Labs provides AI-powered virtual simulation platforms for professional education, including:

  • FigmentClinic — virtual patient interview simulations for clinical education and NCLEX preparation
  • FigmentProFiles — AI character interview simulations for professional communication training across any discipline
  • FigmentTeamLab — multi-character team scenario simulations for interprofessional collaboration training

The Platform is intended for use by adult learners in accredited educational programs, continuing education, and professional development contexts. It is not a substitute for clinical supervision, licensed healthcare advice, or formal credentialing programs.

Important Disclaimer Figment simulations are educational tools. AI-generated feedback and character responses are for learning purposes only and do not constitute clinical diagnosis, medical advice, legal counsel, or professional licensure preparation guidance. Always consult licensed professionals for clinical decisions.

Accounts & Registration

Only instructors and institutional administrators create accounts on the Platform. Students do not have accounts; students access the Platform through anonymous access codes issued by their instructor or institution.

Figment instructor and administrator accounts are issued and managed directly by Figment. They are not linked to any university single sign-on (SSO) system, institutional identity provider, or campus authentication infrastructure. Account holders may register using any working email address — there is no requirement to use an institutional email.

Account holders must provide accurate, current, and complete registration information and are responsible for maintaining the confidentiality of their credentials and for all activity under their account. Any unauthorized access must be reported promptly to info@figmenthealth.com.

Accounts are personal and non-transferable unless issued under an institutional agreement that expressly permits shared access. Login credentials may not be shared with other individuals.

Access Codes

Instructors and institutions purchase access codes that grant students anonymous, time-limited or session-limited access to the Platform. Access codes:

  • Are issued in batches and may be configured by entitlement (which apps and case libraries are accessible), expiration date, and number of allotted sessions per code
  • Allow students to use the Platform without creating an account or providing personal information to Figment
  • Are non-refundable once distributed to students
  • May not be resold, redistributed for commercial purposes, or shared beyond the cohort for which they were purchased
  • Expire as specified at time of purchase; unused sessions in expired codes are forfeited

The institution or instructor that purchases and distributes access codes is responsible for tracking which codes are issued to which students within its own records. Figment does not maintain a code-to-student mapping.

Acceptable Use

You agree not to:

  • Attempt to extract, scrape, or reverse-engineer AI model behavior, system prompts, or evaluation algorithms
  • Use the Platform to generate content that is defamatory, harassing, discriminatory, or unlawful
  • Share session access, transcripts, or evaluation content in ways that could compromise assessment integrity
  • Introduce malware, conduct denial-of-service attacks, or attempt unauthorized access to any system
  • Impersonate another user, instructor, or institution
  • Use automated tools to interact with the Platform in ways not sanctioned by Figment
  • Use the Platform for any purpose other than lawful educational or professional development activities

Instructors and administrators additionally agree not to create case content that is sexually explicit, that targets or demeans identifiable real individuals, or that is designed to elicit harmful information from students.

User-Generated Content

You retain ownership of case content you create (scenarios, characters, questions). By creating and publishing content on the Platform, you grant Figment a limited, non-exclusive, royalty-free license to host, display, and process that content solely for the purpose of delivering the Platform to you and your students.

You represent that your content does not infringe third-party intellectual property rights, violate applicable law, or contain personally identifiable information about real individuals without their consent.

Intellectual Property

The Platform, including its software, AI integrations, user interface, design, evaluation frameworks, and branding, is proprietary to Palmetto Innovative Education LLC and protected by copyright, trademark, and other intellectual property laws. You may not copy, modify, distribute, sell, or create derivative works from Platform components without express written permission.

The names "Figment Learning Labs," FigmentClinic, FigmentProFiles, and FigmentTeamLab, and the Figment logo, are trademarks of Palmetto Innovative Education LLC.

AI Technology & Limitations

The Platform uses large language model AI to generate character responses and performance evaluations. You acknowledge that:

  • AI responses are probabilistic and may occasionally be inaccurate, inconsistent, or unexpected
  • AI-generated evaluations represent a formative learning tool, not a formal competency assessment
  • Figment does not guarantee that AI feedback will be clinically or professionally accurate in all instances
  • Instructors should review AI evaluations in the context of their own professional judgment before using them for summative assessment purposes

Payment & Refunds

Payments are processed by Stripe. Credits and access codes are non-refundable after activation. Institutional subscriptions or bulk purchases are subject to the terms of the relevant institutional agreement. If you believe a charge was made in error, contact info@figmenthealth.com within 30 days.

Termination

We may suspend or terminate your access for material breach of this Agreement, fraudulent activity, or non-payment, with or without notice depending on the severity of the violation. Upon termination, your right to access the Platform ceases immediately. Provisions related to intellectual property, limitation of liability, and governing law survive termination.

Limitation of Liability

To the maximum extent permitted by applicable law, Figment's total liability for any claim arising from your use of the Platform shall not exceed the greater of (a) the amount you paid to Figment in the 12 months preceding the claim, or (b) $100 USD. Figment is not liable for indirect, incidental, consequential, or punitive damages.

The Platform is provided "as is." We make no warranty that the Platform will be uninterrupted, error-free, or that AI outputs will be accurate or fit for any particular purpose.

Governing Law & Disputes

This Agreement is governed by the laws of the State of South Carolina, without regard to conflict of law principles. Any dispute arising from this Agreement shall be resolved by binding arbitration in Charleston, South Carolina, under the rules of the American Arbitration Association, except that either party may seek injunctive relief in any court of competent jurisdiction for intellectual property violations.

Questions: info@figmenthealth.com

Last updated: March 2026

Security Overview

Figment Learning Labs takes security seriously. We have implemented technical, administrative, and organizational safeguards designed to protect the confidentiality, integrity, and availability of your data. This page describes our security posture and practices.

Responsible Disclosure If you discover a security vulnerability in the Platform, please report it to info@figmenthealth.com before public disclosure. We commit to acknowledging reports within 48 hours and resolving validated vulnerabilities within 30 days.

Infrastructure Security

The Platform is hosted on Amazon Web Services (AWS) infrastructure in the US East (Ohio) region, with the following protections:

  • Network isolation: The Platform runs inside a dedicated Amazon Virtual Private Cloud (VPC). The application server and database operate in a controlled network environment with security group rules restricting inbound and outbound traffic to only what is required.
  • Managed database: Application data is stored in Amazon RDS (managed MySQL), which provides automated patching, encrypted storage, automated backups, and point-in-time recovery.
  • TLS / HTTPS: All data in transit is encrypted using TLS 1.2 or higher. HTTP requests are automatically redirected to HTTPS.
  • Encryption at rest: Database storage and backup volumes use AWS-managed encryption.
  • Automated backups: Daily automated database snapshots with multi-day retention, plus on-demand snapshots for major releases.
  • DDoS protection: Network-level mitigation provided by AWS Shield.
  • Monitoring: The Platform is monitored for availability and anomalous traffic patterns. Server logs are retained per the retention schedule in the Privacy Policy.

Data Security

Encryption

  • All passwords are hashed using bcrypt with appropriate work factors — plaintext passwords are never stored
  • Database connections use encrypted channels
  • Sensitive configuration values (API keys, database credentials) are stored in environment-level configuration files outside the web root

Database Security

  • All database queries use parameterized statements (PDO) — no string interpolation of user input into SQL
  • Database users follow least-privilege principles
  • Direct database access is restricted to local connections only

File Security

  • User-uploaded files are validated for type and size and stored in directories outside the document root where possible
  • File execution is disabled in upload directories
  • Session tokens are generated with cryptographically secure random functions

Authentication & Access Control

The Platform uses two distinct access pathways:

  • Instructor and administrator accounts authenticate with an email address and password (bcrypt-hashed). Accounts are issued and managed by Figment directly and are not federated with university SSO or institutional identity systems.
  • Student access codes are anonymous tokens issued by instructors. Students enter a code to launch a session; no student account or login is involved, and no personally identifying information is requested.

Across both pathways, we apply the following controls:

  • Sessions expire after a configurable period of inactivity
  • CSRF tokens are required on state-changing form submissions
  • Role-based access control (instructor, admin, superadmin) restricts API endpoints and administrative functions; admin-role accounts are scoped to their own institution
  • Access codes are time-limited, session-limited, and may be scoped to specific case libraries by entitlement
  • Failed login attempts on instructor / administrator accounts are rate-limited

AI & Third-Party Data Handling

Simulation conversation content and evaluation requests are transmitted to OpenAI's API over TLS. Our use of the OpenAI API is governed by a Data Processing Agreement under which:

  • OpenAI does not use API-submitted data to train its models
  • Data is processed for the purpose of generating the requested response
  • Retention by OpenAI for abuse-monitoring purposes is governed by their published API data usage policies

We do not transmit student-identifying information to OpenAI, because the Platform does not collect such information in the first place. Students access the Platform via anonymous access codes, and conversation content sent to OpenAI does not include student names, email addresses, student ID numbers, or institutional identifiers.

Institutional Controls

Institutional administrators see only the data tied to their own institution's access codes and instructor accounts. Cross-institution access is prevented at the database query level. Administrators may:

  • View and export session data tied to their institution's access codes and instructors
  • Issue, revoke, or expire access codes
  • Request deletion of session data associated with their institution
  • Manage instructor and admin accounts within their institution

Figment staff access to production data is restricted to a small number of authorized engineers, scoped to specific operational needs, and logged. We do not browse customer data outside of incident response, technical support, or contractually authorized activities.

Incident Response

In the event of a security incident involving personal data, Figment will:

  • Contain and assess the incident within 24 hours of discovery
  • Notify affected institutions and individuals within 72 hours where legally required
  • Cooperate with applicable regulatory bodies
  • Publish a post-incident summary for significant events

To report a suspected breach: info@figmenthealth.com

Vulnerability Disclosure Policy

We welcome reports from security researchers. To report a vulnerability:

  1. Email info@figmenthealth.com with a clear description and reproduction steps
  2. Do not exploit the vulnerability beyond what is necessary to demonstrate the issue
  3. Do not access, modify, or delete data belonging to other users
  4. Allow us 30 days to address the issue before public disclosure

We do not currently offer a bug bounty program, but we will acknowledge researchers who report valid vulnerabilities (with permission).

Your Role in Security

The following recommendations apply to instructor and administrator account holders:

  • Use a strong, unique password for your Figment account
  • Do not share login credentials with other individuals
  • Log out when using shared or public computers
  • Report suspicious activity immediately to info@figmenthealth.com
  • Keep your browser and operating system updated
  • Treat access codes as sensitive — distribute them through the cohort channel of your choice and avoid posting them publicly

Students accessing the Platform via access code do not have credentials to manage; the security responsibilities above apply only to instructor and administrator accounts.

Last updated: March 2026  ·  Applies to FigmentClinic, FigmentProFiles, and FigmentTeamLab

Overview

Figment Learning Labs runs entirely in your web browser — no app installation is required for the web platform. The simulations use real-time AI and text-to-speech audio, so a stable internet connection and a supported browser are essential for the best experience.

Supported Browsers

✓ Fully Supported

  • Google Chrome 110+
  • Microsoft Edge 110+
  • Safari 16+ (macOS & iOS)
  • Firefox 115+
  • Chrome for Android 110+

Limited / Not Supported

  • Safari 14–15 (partial audio support)
  • Firefox on iOS (limited audio)
  • Internet Explorer (not supported)
  • Opera Mini (not supported)
  • Brave (may require shields off)

For the best experience, we recommend Google Chrome on desktop or Safari on iOS/iPadOS. JavaScript must be enabled. Browser extensions that block JavaScript or modify network requests (ad blockers, privacy extensions) may interfere with AI response loading.

Devices & Operating Systems

Desktop / Laptop

  • Windows 10 or later
  • macOS 12 (Monterey) or later
  • ChromeOS (Chromebook)
  • Ubuntu / Linux (Chrome recommended)

Mobile / Tablet

  • iPad (iPadOS 16+) — recommended for mobile
  • iPhone (iOS 16+)
  • Android tablets and phones (Chrome)
  • Small phone screens may have layout limitations on TeamLab 4-panel view

Minimum hardware: 4 GB RAM, dual-core processor. The Platform does not perform local AI processing — all computation happens server-side — so modest hardware is sufficient as long as the network connection is adequate.

Audio & Voice Requirements

Audio is central to the Figment experience. Text-to-speech character voices require:

  • Speakers or headphones — audio plays through your device's default output
  • Browser audio permissions — your browser must be allowed to play audio (not muted at the system or tab level)
  • No active audio blocking extensions — some privacy tools block audio from non-whitelisted domains
Institutional Network Note Some campus networks and LMS environments use content filtering or audio blocking policies that prevent browser audio playback. If character voices are not playing, check with your IT department that audio from figmenthealth.com is not blocked. The Platform continues to function without audio — text responses are always displayed.

The Platform does not currently use microphone input for speech-to-text (students type their responses). No microphone permission is required.

Network Requirements

FeatureBandwidth RequiredNotes
Text simulation (no audio)~1 MbpsMinimal — primarily small JSON payloads
Simulation with TTS audio~3–5 MbpsAudio streams as MP3; larger responses use more bandwidth
PDF download~1 MbpsPDFs are typically 50–200 KB
Case editor (image uploads)~5 MbpsOnly required for instructors uploading background images

Latency: AI responses are generated server-side and typically take 2–6 seconds. High-latency connections (>500ms) may cause slower response times but do not cause failures.

Firewall requirements: The following domains must be reachable from your network:

  • figmenthealth.com — Platform application and API
  • fonts.googleapis.com / fonts.gstatic.com — Typography
  • cdnjs.cloudflare.com — JavaScript libraries (NCLEX report PDF)

LMS & SCORM Integration

Figment provides SCORM 1.2 packages for integration with learning management systems including D2L Brightspace, Canvas, Moodle, and Blackboard. Requirements for SCORM embedding:

  • Your LMS must support SCORM 1.2 content packages
  • The LMS iframe sandbox must permit JavaScript execution from figmenthealth.com
  • Third-party cookie settings in your browser may need to permit the Figment domain when accessed via LMS iframe
  • Completion is signaled when the student ends the interview session — partial sessions do not trigger SCORM completion
  • Grade passback is binary (complete/incomplete) — numeric scores are available in Figment's own reporting, not via SCORM grade passback

If the Figment simulation loads as a blank page inside your LMS, the most common cause is an X-Frame-Options header issue. Contact your institution's IT team to verify the LMS is configured to allow framing of figmenthealth.com.

Troubleshooting

This typically indicates a network timeout reaching the AI API. Try the following:

  1. Refresh the page and try again — transient API delays are common
  2. Check your internet connection — open another site to confirm connectivity
  3. Disable browser extensions temporarily (especially privacy or ad-blocking tools)
  4. Try an incognito/private window to rule out extension interference
  5. If on a campus network, ask IT whether outbound HTTPS to figmenthealth.com is throttled or filtered

If the issue persists across multiple attempts and devices, the Platform may be experiencing elevated load. Check our status page or contact support.

Audio issues are usually caused by browser permissions or network filtering:

  1. Check your device volume and ensure the tab is not muted (look for a speaker icon in the browser tab)
  2. Click anywhere on the page first — some browsers require a user gesture before audio can play
  3. Check browser settings: go to site settings for figmenthealth.com and ensure Sound is set to Allow
  4. Disable any browser extensions that might block audio (uBlock Origin, Privacy Badger, etc.)
  5. On Safari/iOS: ensure Silent Mode is off and check Settings → Sounds for app audio restrictions
  6. On campus networks: ask IT whether audio streaming from figmenthealth.com is blocked

The simulation works fully without audio — all responses are displayed as text. You can toggle audio off with the audio switch in the interview interface.

Access codes are case-sensitive and may have expiration dates or session limits set by your instructor.

  1. Check that you are entering the code exactly as provided — copy/paste directly from the email or document to avoid typos
  2. Verify you are on the correct platform — a ProFiles code will not work on Clinic or TeamLab
  3. Check with your instructor whether the code has expired or the session limit has been reached for your cohort
  4. If your instructor believes the code should be valid, ask them to verify it in their Figment admin dashboard

AI language models are probabilistic and occasionally produce unexpected responses. This is a known limitation of the technology. Strategies to improve response quality:

  • Ask your question more specifically — vague prompts produce vaguer responses
  • If the response is clearly out of character, try rephrasing and submitting again
  • In TeamLab, you can address a specific character by name to direct the conversation

If you encounter a response that is inappropriate or potentially harmful, please report it to your instructor and to info@figmenthealth.com with the session ID (visible in your browser URL).

Sessions are saved progressively to the server as the conversation proceeds. If your session ended early:

  1. Go to History in the navigation to find your incomplete session — partial transcripts are saved
  2. If the session is not in History, it may not have been created successfully. This can happen if the session failed to start due to a network error
  3. Check whether your access code still has available sessions — if you were disconnected mid-session, the session may have consumed one of your allotted uses
  4. Contact your instructor with the date/time of the session so they can verify the server-side record

LMS iframe embedding issues are almost always caused by one of the following:

  1. X-Frame-Options: The Figment server must be configured to allow framing by your LMS domain. Contact Figment support with your LMS domain so we can update the allowed origins list.
  2. Third-party cookies: Your browser may block cookies set in iframes. In Chrome, go to Settings → Privacy → Third-party cookies and add an exception for figmenthealth.com. In Safari, disable "Prevent cross-site tracking" temporarily to test.
  3. HTTPS mixed content: Ensure your LMS is served over HTTPS. Figment is HTTPS-only and cannot be framed from an HTTP page.
  4. Content Security Policy: Your LMS may have a CSP that restricts iframe sources. IT will need to add figmenthealth.com to the frame-src allowlist.

PDF generation uses browser-based rendering for NCLEX cases and server-side generation for standard interview sessions.

  • NCLEX PDFs: Generated client-side using jsPDF. Ensure JavaScript is enabled and cdnjs.cloudflare.com is not blocked by your network or browser
  • Standard session PDFs: Generated server-side and delivered as a download. Ensure your browser is not blocking pop-ups or downloads from figmenthealth.com
  • Try right-clicking the download button and choosing "Save Link As" if the automatic download fails
  • On iOS, PDFs open in the browser — use the Share button to save to Files or print

Case save errors are usually caused by missing required fields or a session timeout:

  1. Scroll to the top of the case editor — required field errors are highlighted in red
  2. Ensure your session hasn't timed out — if you've had the page open for a long time, refresh and log back in before saving
  3. If you uploaded images, check that they are under 5 MB and in JPG, PNG, GIF, or WebP format
  4. Try saving without any newly uploaded images first to isolate whether the image upload is the cause
  5. Check the browser console (F12 → Console) for error messages and include them when contacting support

Known Limitations

  • AI response time: During periods of high OpenAI API load, responses may take longer than usual (up to 15–20 seconds). This is normal and not a Platform failure.
  • Concurrent sessions: A single access code session can only be active on one device at a time. Starting a new session on a second device will end the first.
  • TeamLab on small screens: The 4-panel character grid is optimized for tablet and desktop screens. On phones under 400px wide, the layout stacks vertically and some panel features may be reduced.
  • NCLEX case SCORM: SCORM completion for NCLEX cases triggers at interview end, not at report generation. Students who close the window before the report may have their session marked complete without a report.
  • Offline use: The Platform requires an active internet connection. No offline mode is available.
  • Accessibility: The Platform substantially conforms to WCAG 2.1 Level AA. A current Voluntary Product Accessibility Template (VPAT) is available on request from info@figmenthealth.com. See the Accessibility page for details, our internal policy, and how to report a barrier.

Get Help

Before contacting support, please note your Session ID The Session ID appears in the browser URL during and after a simulation (e.g., ?session_id=355). Including this in your support request allows us to locate your specific session record quickly.

For technical support, billing questions, or to report a problem, contact the Figment Learning Labs support team:

Contact Support ↗

When submitting a support request, please include: your name and institution, the platform you are using (Clinic, ProFiles, or TeamLab), your browser and operating system, the Session ID if applicable, and a clear description of the issue including any error messages you saw.

Last reviewed: April 2026  ·  Applies to FigmentClinic, FigmentProFiles, and FigmentTeamLab

Our Commitment

Figment Learning Labs is committed to making our learning platforms usable by as many people as possible, including learners and educators with disabilities. Accessibility is a core part of how we design, build, and review every Figment product — not an afterthought, and not a one-time exercise.

Plain-English summary We design our platforms to work with keyboards, screen readers, and other assistive technologies; we test against the Web Content Accessibility Guidelines (WCAG) 2.1 at Level A and AA; and we publish a formal Accessibility Conformance Report (VPAT) for each product. If you encounter a barrier, please tell us — we treat accessibility issues as priority bugs.

Standards We Follow

Our accessibility work is guided by widely recognized international standards rather than a single jurisdiction's regulations. Specifically, we evaluate each Figment product against:

  • WCAG 2.1, Levels A and AA — the Web Content Accessibility Guidelines published by the W3C, which form the technical baseline for accessibility on the modern web.
  • U.S. Section 508 (Revised, 2017) — the U.S. federal accessibility standard, which incorporates WCAG 2.0 Level A and AA by reference and adds requirements for hardware, software, and documentation.
  • EN 301 549 (V3.2.1) — the European harmonized accessibility standard, which incorporates WCAG 2.1 Level A and AA and adds requirements relevant to information and communications technology.

We chose this combined framework so that a single accessibility review is meaningful to U.S., Canadian, U.K., and European institutions without duplicate effort.

Conformance Status

Each of our three platforms — FigmentClinic, FigmentProFiles, and FigmentTeamLab — has been reviewed against WCAG 2.1 Level A and AA. Based on that review, the platforms substantially conform to WCAG 2.1 Level AA, with a small number of criteria classified as Partially Supports and a smaller number classified as Does Not Support. The reasons and remediation status for each are documented in the per-product Voluntary Product Accessibility Template (VPAT).

We use the standard ITI VPAT 2.5 (International edition) terminology when describing conformance:

  • Supports — the functionality of the product has at least one method that meets the criterion without known defects.
  • Partially Supports — some functionality of the product does not meet the criterion.
  • Does Not Support — the majority of product functionality does not meet the criterion.
  • Not Applicable — the criterion is not relevant to the product (typically because the product does not contain the kind of content the criterion governs).

This is a self-assessment performed by Figment Learning Labs, not a third-party audit. We re-review each platform on at least an annual cadence, after any significant feature release, and any time a barrier is reported.

Accessibility Features

The following features are present across all three Figment platforms:

Keyboard & Focus

  • All interactive controls are reachable and operable using a keyboard alone — no mouse or pointer is required to complete a simulation, take a quiz, or download a report.
  • Focus order follows a logical, predictable reading sequence, and the currently-focused element is always visibly highlighted.
  • Modal dialogs (transcript viewer, learning objectives, supplemental material, evaluation review) trap focus while open and return focus to the triggering control on close.

Screen Readers & Semantic Structure

  • Pages use proper landmark regions (header, navigation, main, contentinfo) and a single H1 per page, with logical heading hierarchy underneath.
  • Form fields are programmatically associated with visible labels; required fields, error messages, and success confirmations are announced to assistive technology.
  • Dynamic content — including AI-generated character responses and live evaluation feedback — is announced via ARIA live regions so that screen-reader users are not left waiting silently.

Color & Contrast

  • Body text and meaningful UI elements meet or exceed WCAG AA contrast ratios (4.5:1 for normal text, 3:1 for large text and graphical UI components).
  • Information is never conveyed by color alone — status indicators, validation states, and selection states are also marked with text, icons, or shape.

Audio & Media

  • Every word produced by the AI character (text-to-speech voice output) is also displayed as on-screen text in real time, providing a synchronized transcript for learners who cannot or prefer not to listen.
  • Audio output can be muted, paused, or skipped at any point; the simulation continues to be fully usable in a silent environment.

Other

  • Page content reflows cleanly down to a 320 CSS-pixel viewport (small mobile) without loss of content or functionality.
  • Users can override text size, line height, letter spacing, and page zoom using browser controls without breaking the layout.
  • No content flashes more than three times per second.
  • Session timeouts give clear warnings, can be extended, and never destroy in-progress simulation work without confirmation.

Assistive Technology Compatibility

We test the Figment platforms with the following assistive technology and browser combinations:

Primary Test Configurations

  • NVDA on Windows with Firefox
  • NVDA on Windows with Chrome
  • VoiceOver on macOS with Safari
  • VoiceOver on iOS with Safari
  • TalkBack on Android with Chrome

Also Compatible

  • JAWS on Windows with Chrome
  • Windows High Contrast mode
  • macOS Increase Contrast / Reduce Motion
  • Browser zoom up to 400%
  • Speech recognition (Dragon, Voice Control)

We follow accessibility patterns published by the W3C ARIA Authoring Practices Guide, so the platforms are likely to behave correctly with other modern assistive technology, but we do not warrant performance with combinations we have not directly tested.

Known Limitations

In the spirit of transparency, the following limitations are known and are tracked in our remediation roadmap:

  • PDF reports are not yet tagged. The session report and competency report PDFs that learners download are generated as plain (untagged) PDFs. They are readable as text by screen readers, but they do not yet provide structural tagging (headings, lists, reading order) at the level required for full WCAG 2.1 PDF conformance. We are working on tagged-PDF generation; in the meantime, an HTML version of every report is available within the platform itself, which does meet WCAG AA.
  • A small number of complex interactive components are still being refined. Specifically, certain custom controls — such as the multi-select question types in the NCLEX module and some drag-style interactions in TeamLab — are being polished against the most rigorous screen-reader expectations. They are functional with assistive technology today, but they are not yet at the level of polish we want for a "Supports" rating in the VPAT.
  • Pre-recorded video captions and audio descriptions. The Figment platforms do not currently host pre-recorded video. If we add pre-recorded video in the future, captions and audio descriptions will be provided.

Items classified as Partially Supports in the VPATs typically reflect specific edge cases (e.g., a particular validation message that is not yet announced via an ARIA live region) rather than systemic gaps. Each one has an owner and a target resolution date.

VPAT & Documentation

A current Voluntary Product Accessibility Template (VPAT 2.5 Rev INT) is available for each Figment product:

  • FigmentClinic — Accessibility Conformance Report
  • FigmentProFiles — Accessibility Conformance Report
  • FigmentTeamLab — Accessibility Conformance Report

Each report covers WCAG 2.1 Level A and AA, U.S. Section 508 (Revised), and EN 301 549 (V3.2.1). To request a copy for procurement review or institutional accessibility assessment, please email info@figmenthealth.com with the product name and your institution. Reports are typically returned within two business days.

Our Internal Policy

Accessibility is built into our development process, not added at the end:

  • Design review. Every new feature is reviewed for keyboard operability, semantic structure, and color contrast before development begins.
  • Implementation review. Every release is checked against the relevant WCAG 2.1 Level AA criteria, including landmark structure, focus management, ARIA roles and states, and contrast on any new visual elements.
  • Annual platform review. Each Figment product is fully re-reviewed against WCAG 2.1 Level AA at least once per calendar year, and the corresponding VPAT is regenerated.
  • Triage. Reported accessibility barriers are triaged within five business days. We treat issues that block access to core simulation functionality as critical bugs.
  • Procurement support. We are happy to participate in institutional accessibility procurement reviews, vendor questionnaires, and phased remediation plans.

Report a Barrier

Help us improve If you encounter an accessibility barrier in any Figment product — something you cannot complete because of a disability, even if it is not a clear WCAG violation — please let us know. We treat accessibility reports as priority issues and we will work with you on a workaround while we address the root cause.

To report an accessibility barrier, please contact us at info@figmenthealth.com and include:

  • Which Figment product you were using (Clinic, ProFiles, or TeamLab)
  • The page or feature where the barrier occurred (a Session ID if applicable)
  • The assistive technology, browser, and operating system you were using
  • A description of what you were trying to do and what happened

We will acknowledge receipt within two business days and provide a status update within ten business days.

Email Accessibility Team ↗