Nextgen Sme Ĉefa Funkcio: Fizika-Cifereca Sperto de Klienta Enirado by Akbank Service Design Team

Nextgen Sme Ĉefa Funkcio: Fizika-Cifereca Sperto de Klienta Enirado by Akbank Service Design Team is a highly esteemed winner of the very prestigious 2026 Arĝenta A' Design Award in Meta, Strategia kaj Serva Dezajno Competition Category.

ArĝentoServo· 2026

Nextgen Sme Ĉefa Funkcio: Fizika-Cifereca Sperto de Klienta Enirado

by Akbank Service Design Team

Client: Akbank T.a.Ş

Arĝenta A' Design Award Winner in Servo Category

27,865

Verified Award Winner

Verify Award Status for #181933

View at A' Design Award Press Release Award Badge

Colors

The Design

About Nextgen Sme Ĉefa Funkcio: Fizika-Cifereca Sperto de Klienta Enirado

Libra Teksto: La klienta ciferecigo kaj diversaj produktoj estas integritaj sur unusola platformo de la Servo-Dezajna Teamo de Akbank per fizika-cifereca aliro por aliro ekster filioj. Male al konkurantoj, personecigitaj plurproduktaj pakoj estas ofertataj en unusola fluo, per kiu ebliĝas la cifereca aktivigo de ĝis 7 produktoj. Papero kaj fizika ĉeesto estas forigitaj per cifereca kontrakta aprobo, kiu estas enkondukita kiel ilia unua novigo pri poŝtelefona uzo. Rekompenc-bazita venda modelo estas uzata por pliigi kaj la profundon de klientaj rilatoj kaj la vendan efikecon.

The Recognition

About the Arĝenta A' Design Award

Nextgen Sme Ĉefa Funkcio: Fizika-Cifereca Sperto de Klienta Enirado estas gajninto de la Arĝenta A' Design Award, grandege prestiĝa rekono donata al plejklasaj, belegaj kaj impresaj dezajnoj. La Arĝentaj gajnintoj estas treege brilaj kaj treege kreemaj verkoj, kiuj ilustras la elstaran sperton, talenton kaj sagacon de siaj dezajnistoj. Oni atendas, ke Nextgen Sme Ĉefa Funkcio: Fizika-Cifereca Sperto de Klienta Enirado estu mirinda, montrinda verko, kiu estas rimarkinde profesia kaj profunde nova. Ĉi tiu dezajno gajninta la Arĝentan A' Design Award estas tre rimarkinda, admirata inventaĵo, kiu profitigas kaj antaŭenigas la limojn de arto, scienco, dezajno kaj teknologio. Nextgen Sme Ĉefa Funkcio: Fizika-Cifereca Sperto de Klienta Enirado estas vaste enviata kreaĵo, kiu vekas dezirojn, alportas pozitivajn sentojn kaj ekbrilas miron kaj mirigon.

Behind the Design

Press Kit

Credits, team members and technical details provided by the designer.

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.
Team Members: Service Design and Process Development Team, Staff Channel Design Team
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.