Pilak Serbisyo · 2026
Nextgen Sme Nag-unang Gamit: Phygital nga Kasinatian sa Pag-onboard sa Kustomer
- A' Design Award nga Pilak 2026 in Serbisyo
- CLIENT: Akbank T.a.Ş
- Estimated Number of Design Views: 27,865
- Verification code 1F8DAD7DAB · Verify this award
Colors
About Nextgen Sme Nag-unang Gamit: Phygital nga Kasinatian sa Pag-onboard sa Kustomer
Teksto sa Libro: Ang digitalisasyon sa kustomer ug lain-laing mga produkto gihiusa sa usa lamang ka plataporma sa Akbank Service Design Team pinaagi sa phygital nga paagi alang sa pag-access gawas sa mga sanga. Lahi sa mga kakumpetensya, ang gipahiangay nga multi-produkto nga mga bundle gitanyag sa usa ka daloy, diin ang digital nga pag-aktibar hangtod sa 7 ka produkto gimahimong posible. Ang papel ug pisikal nga presensya gitangtang pinaagi sa digital nga pag-aprobar sa kontrata, nga gipaila isip ilang unang punto sa inobasyon sa paggamit sa mobile. Usa ka modelo sa pagbaligya nga nagbase sa ganti ang gigamit aron madugangan ang giladmon sa relasyon sa kustomer ug ang kahusayan sa pagbaligya.
About the A' Design Award nga Pilak
Nextgen Sme Nag-unang Gamit: Phygital nga Kasinatian sa Pag-onboard sa Kustomer usa ka mananaog sa A' Design Award nga Pilak, usa ka talagsaon kaayo nga prestihiyoso nga pag-ila nga gihatag sa labing taas nga lebel, matahom, ug makadani nga mga disenyo. Ang mga mananaog sa Pilak labihan ka hayag ug mamugnaon nga mga buhat nga nagpakita sa bantogan nga kahanas, talento, ug kamatngon sa ilang mga tigdesinyo. Gilauman nga ang Nextgen Sme Nag-unang Gamit: Phygital nga Kasinatian sa Pag-onboard sa Kustomer mahimong talagsaon nga buhat nga ipasigarbo, dako ang pagkapropesyonal ug lawom ang kabag-ohan. Kini nga disenyo nga nakadaog og A' Design Award nga Pilak usa ka labihan ka mamatikdan, gihangaan nga imbento nga mapuslanon ug nagpalapad sa mga utlanan sa arte, siyensya, disenyo, ug teknolohiya. Nextgen Sme Nag-unang Gamit: Phygital nga Kasinatian sa Pag-onboard sa Kustomer usa ka paglalang nga giinggit sa daghan, nga nagpukaw og mga tinguha, nagdala og positibo nga mga pagbati, ug nagsiga sa katingala ug paghangyo.
Press Kit
- Unique Properties
- We integrate customer digitization and diverse products on one platform with a "phygital" approach for access outside branches. Unlike competitors, we offer personalized multi-product bundles in a single flow, enabling activation of up to 7 products digitally. Our "first point of mobile use" innovation eliminates paper and physical presence through digital contract approvals. We employ a reward-based sales model to increase both customer relationship depth and sales efficiency.
- Dimensions & Packaging
- Based on the insights we gained from the research, we prepared wireframes and prototypes, designed an end to end, simple, functional, sales-focused, and user-friendly interface that aligns with Akbank's design language. Also, we worked with the goal of an understandable and guiding language and established a tone of voice. The design turns complex multi-product banking processes into a streamlined, easy-to-use and coordinated experience.
- Tags
- #E2EZeroBasedDesign #E2EServiceAndExperienceDesign #HolisticSMEBanking #NextGenBankingSolution
- Production Technology
- The experience was shaped through research with approximately 300 SME customers and relationship managers, supported by more than 20 workshops and 3,000 feedback points. These insights showed that SMEs and RMs needed faster, clearer and more integrated onboarding and sales processes. The interface therefore uses guided flows, progressive disclosure and a clear visual hierarchy to support multi-product decisions within a single journey.
- Design Challenge
- The main challenge was simplifying complex and regulation-driven banking processes without losing trust or compliance. The service needed to balance automation with human support, while working consistently across branch, mobile, and out-of-branch contexts. Another challenge was ensuring adoption by both SMEs and relationship managers with different levels of digital maturity, while aligning multiple internal teams around a shared service vision.
- Research
- The research aimed to understand how SMEs and relationship managers experience onboarding and product sales in daily banking operations. The main goal was to reduce complexity while enabling faster and more confident decision-making. The study combined interviews, workshops, journey reviews, and feedback analysis with over 300 SME customers and relationship managers. The findings highlighted fragmented processes and high workload. These insights directly shaped a phygital service model that improved efficiency, clarity, and real business outcomes.
- Inspiration
- Our mission is to revolutionize SME banking by merging digital speed with human-centric service. SMEs face economic and bureaucratic challenges, so created a phygital ecosystem that integrates digitization and product diversity. By making banking a proactive partner, SMEs gain a competitive edge and lower costs through efficient, automated processes. Available on while our customers need us and providing solutions with paperless, automated flows with E2E digital integrated solutions.
- Project Duration
- The design of project started in February 2023 and finished in August 2023 in Turkey, and was realised in January 2025.
- Patents
- Copyrights belong to Akbank T.A.Ş, 2026.
- Image Credits
- Image #1: Illustrator, Akbank Design Studio, 2026.
Image #2: Illustrator, Akbank Design Studio, 2026.
Image #3: Illustrator, Akbank Design Studio, 2026.
Image #4: Illustrator, Akbank Design Studio, 2026.
