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SES: Strategic consultation and web design for a satellite giant

Improving the user experience and maximising access to specialist online tools

The full story

We’ve been helping SES take a more strategic approach to their digital presence, from the outdated look and feel of their corporate website and optimisation of their digital content, to the many technical tools of their customer portal.

Our work involved understanding the requirements customers have when first approaching satellite providers, including the typical journeys taken when navigating the website and contacting the technical support team, through to what happens when customers need to manage their services.

We took SES’s legacy customer portal and brought it up-to-date with a site redesign, content overhaul and a full UX revamp. SES needed to provide a place where its satellite customers could use specialist tools, access in-depth technical information and contact the SES team directly.

A new brand and content strategy for the customer portal, now renamed ‘Your SES’ following a creative exercise from the Freestyle team, helped put their customer experience to the top of their industry.

We’ve since helped them reshape and re-launch key areas of their corporate website, improve their internal communications strategy and start to look deeper at the end-to-end lifecycle of an SES customer.

 

 

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A new customer portal

Creating a new engaging space for existing customers to experience SES.

By repositioning the customer portal with a new brand, look and set of features we increased engagement and customer satisfaction within the first week of launch. Our work simplified the frustrating navigation experience from the old tool, surfaced the good content they’d hidden deep in the site and improved the way customers interacted with the tools.

By improving the way the tool was promoted on and offline, we also saw a growth in customers registration for access of over 200% in the first 5 days.

Satelite tool design

Making complex processes feel effortless for customers with a set of new online tools

Satellite services are highly complex and require ongoing service management from technical staff within the customer’s business. We’ve now introduced tools that span the many technical scenarios, from sun outage predictions to registering new antennas and earth stations.

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Graphic Language

Using iconography to turn complex internal terminology into simple icons 

The designs needed to seamlessly fit the brand style for use across the website and business collateral. The result was a clean flat set of graphic symbols, each crafted to best represent the nature of corresponding Tool.

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THINKING

Building a comprehensive understanding of SES’s audiences and producing a detailed user experience research document to support the redesign work, through the use of interviews, customer surveys and stakeholder workshops.

BUILDING

UX wireframes, audience-focused content and standardised icons and graphical assets for use across the extranet and wider SES digital estate. Our creative execution spread across SES and is now used in internal presentations and all videos produced in-house.

ENGAGING

Production of emails communicating the launch of the new extranet resulted in a 200% uplift in the first week. An internal launch campaign with presentations and documentation also increased awareness of Your SES amongst SES employees.

WANT TO TALK TO SOMEONE ABOUT YOUR NEXT DIGITAL PROJECT?

WANT TO TALK TO SOMEONE ABOUT YOUR NEXT DIGITAL PROJECT?

Alan Cooper
Alan is Freestyle’s Founder and New Business Director, he’ll be happy to talk to you about your upcoming website project.

Call Alan on:
01926 652832

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Case Studies

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