Zilar Zerbitzua · 2026
Nextgen Sme Primary Function: Bezeroaren Onboarding Esperientzia Phygitala
- Zilarrezko Saria A' Design Award 2026 in Zerbitzua
- CLIENT: Akbank T.a.Ş
- Estimated Number of Design Views: 27,865
- Verification code 1F8DAD7DAB · Verify this award
Colors
About Nextgen Sme Primary Function: Bezeroaren Onboarding Esperientzia Phygitala
Book Text: Bezeroen digitalizazioa eta produktu anitzak plataforma bakar batean integratzen ditu Akbank Zerbitzu Diseinuaren Taldeak, bulegoetatik kanpo sarbidea izateko planteamendu phygital batekin. Lehiakideek ez bezala, produktu askotariko sorta pertsonalizatuak fluxu bakar batean eskaintzen dira, eta horren bidez 7 produktu arte digitalki aktibatzea ahalbidetzen da. Papera eta presentzia fisikoa ezabatu egiten dira kontratuen onarpen digitalaren bidez, mugikorretan erabiltzeko berrikuntzaren lehen puntu gisa aurkezten dena. Sarietan oinarritutako salmenta-eredu bat erabiltzen da, bai bezeroarekiko harremanaren sakontasuna, bai salmenten eraginkortasuna handitzeko.
About the Zilarrezko Saria A' Design Award
Nextgen Sme Primary Function: Bezeroaren Onboarding Esperientzia Phygitala Zilarrezko Saria A' Design Award irabazlea da, goi-mailako, zoragarriak eta liluragarriak diren diseinuei ematen zaien ezohiko aitorpen prestijiotsua. Zilar-mailako irabazleak lan oso distiratsuak eta sormen biziko lanak dira, beren diseinatzaileen aditutasun, talentu eta zorroztasun nabarmenak erakusten dituztenak. Nextgen Sme Primary Function: Bezeroaren Onboarding Esperientzia Phygitala erakusleiho-lan zoragarria, nabarmenki profesionala eta sakonki berritzailea izatea espero da. Zilarrezko Saria A' Design Award irabazi duen diseinu hau asmakizun oso nabarmena eta miretsia da, onura ekartzen duena eta artearen, zientziaren, diseinuaren eta teknologiaren mugak zabaltzen dituena. Nextgen Sme Primary Function: Bezeroaren Onboarding Esperientzia Phygitala jende askok inbidia duen sorkuntza da, desirak pizten dituena, sentimendu positiboak ekartzen dituena eta harridura eta txunditzea pizten dituena.
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.
