Qhov qauv tsim Nextgen Sme Kev Ua Haujlwm Tseem Ceeb: Kev Txais Tos Cov Neeg Siv Khoom Hauv Kev Sib Xyaw Phygital los ntawm Akbank Service Design Team yog tus yeej muaj nqis heev ntawm qhov khoom plig 2026 A' Design Award Nyiaj hauv Pawg Sib Tw Tsim Kev Pab Cuam, Kev Tswj thiab Kev Pab.
NyiajKev Pab Cuam· 2026
Nextgen Sme Kev Ua Haujlwm Tseem Ceeb: Kev Txais Tos Cov Neeg Siv Khoom Hauv Kev Sib Xyaw Phygital
los ntawm Akbank Service Design Team
Tus Neeg Siv: Akbank T.a.Ş
Tus Yeej A' Design Award Nyiaj hauv Pawg Kev Pab Cuam
Tus Yeej Khoom Plig Tau Txheeb Xyuas
Txheeb Xyuas Qhov Xwm Txheej Khoom Plig rau #181933Qhov Tsim
Txog Nextgen Sme Kev Ua Haujlwm Tseem Ceeb: Kev Txais Tos Cov Neeg Siv Khoom Hauv Kev Sib Xyaw Phygital
Cov Ntawv Sau: Kev hloov cov neeg siv khoom mus rau digital thiab cov khoom lag luam ntau yam raug muab tso ua ke rau ntawm ib qho platform los ntawm Akbank Pab Pawg Tsim Kev Pabcuam nrog txoj kev phygital rau kev nkag mus sab nraum cov ceg lag luam. Txawv ntawm cov neeg sib tw, cov khoom ntau yam uas raug tsim los tshwj xeeb rau tus kheej raug muab tso hauv ib txoj kev sib txuas, uas ua rau muaj kev qhib digital rau txog li 7 yam khoom. Cov ntawv thiab kev nyob ntawm lub cev raug tshem tawm los ntawm kev pom zoo daim ntawv cog lus digital, uas raug qhia ua thawj qhov chaw ntawm lawv txoj kev siv mobile tshiab. Ib tug qauv kev muag khoom uas nyob ntawm kev muab khoom plig raug siv txhawm rau nce ob qho tib si tus neeg siv khoom txoj kev sib raug zoo thiab kev muag khoom zoo.
Qhov Lees Paub
Txog A' Design Award Nyiaj
Nextgen Sme Kev Ua Haujlwm Tseem Ceeb: Kev Txais Tos Cov Neeg Siv Khoom Hauv Kev Sib Xyaw Phygital yog tus yeej ntawm A' Design Award Nyiaj, ib qho kev lees paub muaj meej mom heev tshaj li qub uas muab rau cov qauv tsim qib siab, zoo nkauj thiab ua rau neeg xav tsis thoob. Cov neeg yeej Nyiaj yog cov haujlwm ci ntsa iab heev thiab tsim tshiab heev uas qhia txog kev paub, kev txawj ntse thiab kev ntse ntawm cov kws tsim qauv. Nextgen Sme Kev Ua Haujlwm Tseem Ceeb: Kev Txais Tos Cov Neeg Siv Khoom Hauv Kev Sib Xyaw Phygital xav tias yuav yog ib qho haujlwm zoo kawg nkaus uas tsim rau qhia, tshaj lij heev thiab tsim tshiab tob. Cov qauv tsim yeej A' Design Award Nyiaj no yog ib qho khoom tsim uas pom tseeb heev thiab neeg qhuas uas pab tau thiab nthuav dav ciam teb ntawm kev kos duab, kev tshawb fawb, kev tsim qauv thiab thev naus laus zis. Nextgen Sme Kev Ua Haujlwm Tseem Ceeb: Kev Txais Tos Cov Neeg Siv Khoom Hauv Kev Sib Xyaw Phygital yog ib qho khoom tsim uas neeg coob xav tau, uas ua rau xav, coj kev xav zoo thiab ua rau xav tsis thoob thiab xav paub.
Tom Qab Qhov Tsim
Pob Xov Xwm
Cov credit, cov neeg pab thiab cov ntsiab lus kev txawj ntse muab los ntawm tus tsim.
- Yam Tshwj Xeeb
- 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.
- Qhov Loj & Ntim
- 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.
- Cov Ntsiab Lus
- #E2EZeroBasedDesign #E2EServiceAndExperienceDesign #HolisticSMEBanking #NextGenBankingSolution
- Thev Naus Laus Zis Tsim Khoom
- 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.
- Kev Sib Tw Tsim Qauv
- 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.
- Kev Tshawb Fawb
- 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.
- Kev Txhawb Siab
- 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.
- Lub Sij Hawm Ua Hauj Lwm
- The design of project started in February 2023 and finished in August 2023 in Turkey, and was realised in January 2025.
- Cov Patent
- Copyrights belong to Akbank T.A.Ş, 2026.
- Cov Tswv Cuab Pab
- Service Design and Process Development Team, Staff Channel Design Team
- Kev Qhuas Duab
- 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.
Txhawb Nqa
Tshawb Nrhiav Tshaj Designers.org
Tshawb nrhiav cov khoom lag luam, kev pab cuam thiab lub cib fim los ntawm peb cov neeg koom tes tshaj tawm.
Tshawb Nrhiav Ntxiv
Cov Tsim Uas Sib Txheeb
Tshawb nrhiav ntxiv cov tsim uas tau txais khoom plig hauv tib pawg, xaiv raws li qhov zoo.
