Case Study: SES doubles customer onboarding satisfaction with Cantina

SES doubles customer onboarding satisfaction with Cantina

SES, a leading global satellite operator, faced a challenge in meeting customer expectations for a superior user experience. Despite being a highly technical organization, it lacked design thinking best practices, which created friction in its transformation efforts. The Head of Global Product Design and Engineering engaged Cantina to help drive service innovation and growth through customer-centricity.

Cantina began with a discovery and research effort to understand the customer experience and organizational culture. They created detailed personas and journey maps, which were used to prioritize and redesign the customer onboarding process. The work by Cantina doubled satisfaction with onboarding by reducing silos and shifting to a relationship-focused approach. They also helped reframe the positioning of a new product and assisted in improving the company's UX maturity, leading to a key promotion for their client.

SES