Nextgen Sme ‘Ike Ho‘okomo Mea Kū‘ai Phygital na Akbank Service Design Team

ʻO Nextgen Sme ‘Ike Ho‘okomo Mea Kū‘ai Phygital na Akbank Service Design Team he mea lanakila hanohano loa o ka 2026 A' Design Award Kala ma ka Māhele Hoʻokūkū Hoʻolālā Kuhi, Kūhelu a me Lawelawe.

KalaLawelawe· 2026

Nextgen Sme ‘Ike Ho‘okomo Mea Kū‘ai Phygital

na Akbank Service Design Team

Mea Kūʻai: Akbank T.a.Ş

Mea Lanakila A' Design Award Kala ma ka Māhele Lawelawe

27,865

Mea Lanakila i Hōʻoia ʻIa

Hōʻoia i ke Kūlana Makana no #181933

Nānā ma A' Design Award Hoʻolaha Nūhou Hōʻailona Makana

Nā Waihoʻoluʻu

Ka Hoʻolālā

E Pili Ana iā Nextgen Sme ‘Ike Ho‘okomo Mea Kū‘ai Phygital

Ua ho‘ohui ‘ia ka ho‘opili kikoho‘e o nā mea kū‘ai a me nā huahana like ‘ole ma ka papahana ho‘okahi e ka Hui Ho‘olālā Lawelawe ‘o Akbank me ke ‘ano phygital no ke komo ‘ana ma waho o nā lālā. ‘Oko‘a i nā hoa hakakā, hā‘awi ‘ia nā pūʻolo huahana lehulehu i ho‘oponopono pilikino ‘ia i loko o ka holo ho‘okahi, kahi e hiki ai ke ho‘āla kikoho‘e ‘ana i nā huahana a hiki i ka 7. Ho‘opau ‘ia ka pepa a me ke alo kino ma o ka ‘āpono ‘aelike kikoho‘e, i ho‘okomo ‘ia ma ke ‘ano he kumu mua o kā lākou ho‘ohana ‘ana i ka mea hou o ke kelepona pa‘alima. Ho‘ohana ‘ia kekahi kumu ho‘olālā kū‘ai e pili ana i ka uku no ka ho‘onui ‘ana i ka hohonu o ka pilina mea kū‘ai a me ka pono o ke kū‘ai ‘ana.

Ka Hoʻomaikai

E Pili Ana i ka A' Design Award Kala

Ua lanakila ka hoʻolālā Nextgen Sme ‘Ike Ho‘okomo Mea Kū‘ai Phygital i ka A' Design Award Kala, he ʻike hoʻohanohano nui loa i hāʻawi ʻia i nā hoʻolālā kiʻekiʻe loa, nani a kupaianaha. He mau hana ʻālohilohi loa a hana noʻeau nui nā lanakila Kala e hōʻike ana i ka loea, ka makakoho a me ka ʻoi aku o ka noʻonoʻo o kā lākou poʻe hoʻolālā. Manaʻo ʻia ʻo ka hoʻolālā Nextgen Sme ‘Ike Ho‘okomo Mea Kū‘ai Phygital he hana kupaianaha, kūlana ʻoi aku, ʻoihana kiʻekiʻe a hou loa. ʻO kēia hoʻolālā i lanakila i ka A' Design Award Kala he mea hoʻokumu kūpono loa, mahalo ʻia e hāʻawi i ka pōmaikaʻi a hoʻoneʻe i nā palena o ka hana noʻeau, ka ʻepekema, ka hoʻolālā a me ka ʻenehana. He mea i ʻeleu ʻia e nā mea he nui ka hoʻolālā Nextgen Sme ‘Ike Ho‘okomo Mea Kū‘ai Phygital e hoʻāla i ka makemake, lawe mai i nā manaʻo maikaʻi a hoʻāla i ka kamahaʻo a me ka mahalo.

Ma Hope o ka Hoʻolālā

ʻEke Nūhou

Nā hōʻoia, nā lālā hui a me nā kikoʻī ʻenehana i hāʻawi ʻia e ka mea hoʻolālā.

Nā ʻAno Kūʻokoʻa: 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.
Nā Ana a me ka Hoʻopili: 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.
Nā Lepili: #E2EZeroBasedDesign #E2EServiceAndExperienceDesign #HolisticSMEBanking #NextGenBankingSolution
ʻEnehana Hana: 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.
Pilikia Hoʻolālā: 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.
Noiʻi: 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.
Hoʻoulu Manaʻo: 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.
Ka Lōʻihi o ka Papahana: The design of project started in February 2023 and finished in August 2023 in Turkey, and was realised in January 2025.
Nā Palapala Kuleana: Copyrights belong to Akbank T.A.Ş, 2026.
Nā Lālā Hui: Service Design and Process Development Team, Staff Channel Design Team
Nā Kuleana Kiʻi: 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.