Nextgen Sme Funzjoni Primarja: Esperjenza Phygital tal-Onboarding tal-Klijenti by Akbank Service Design Team

Nextgen Sme Funzjoni Primarja: Esperjenza Phygital tal-Onboarding tal-Klijenti by Akbank Service Design Team is a highly esteemed winner of the very prestigious 2026 Premju A' Design Award tal-Fidda in Disinn Meta, Strateġiku u tas-Servizz Competition Category.

FiddaServizz· 2026

Nextgen Sme Funzjoni Primarja: Esperjenza Phygital tal-Onboarding tal-Klijenti

by Akbank Service Design Team

Client: Akbank T.a.Ş

Premju A' Design Award tal-Fidda Winner in Servizz Category

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Colors

The Design

About Nextgen Sme Funzjoni Primarja: Esperjenza Phygital tal-Onboarding tal-Klijenti

Test tal-Ktieb: Id-diġitizzazzjoni tal-klijenti u l-prodotti diversi huma integrati fuq pjattaforma waħda mit-Tim tad-Disinn tas-Servizz ta' Akbank b'approċċ phygital għall-aċċess barra mill-fergħat. B'differenza mill-kompetituri, jiġu offruti pakketti personalizzati b'diversi prodotti fi fluss wieħed, li permezz tiegħu tiġi ppermessa l-attivazzjoni diġitali ta' sa 7 prodotti. Il-karta u l-preżenza fiżika jiġu eliminati permezz tal-approvazzjoni diġitali tal-kuntratti, li tiġi introdotta bħala l-ewwel punt tal-innovazzjoni tal-użu mobbli tagħhom. Jintuża mudell ta' bejgħ ibbażat fuq premjijiet sabiex jiżdiedu kemm il-fond tar-relazzjoni mal-klijenti kif ukoll l-effiċjenza tal-bejgħ.

The Recognition

About the Premju A' Design Award tal-Fidda

Nextgen Sme Funzjoni Primarja: Esperjenza Phygital tal-Onboarding tal-Klijenti huwa rebbieħ tal-Premju A' Design Award tal-Fidda, rikonoxximent prestiġjuż straordinarjament mogħti lil disinji tal-ogħla livell, sbieħ u impressjonanti. Ir-rebbieħa tal-Fidda huma xogħlijiet brillanti ħafna u kreattivi ħafna li juru l-għarfien espert, it-talent u l-aċċuratezza tad-disinjaturi tagħhom. Huwa mistenni li Nextgen Sme Funzjoni Primarja: Esperjenza Phygital tal-Onboarding tal-Klijenti ikun xogħol mill-isbaħ, eżemplari, professjonali ħafna u innovattiv bil-fond. Dan id-disinn rebbieħ tal-Fidda huwa invenzjoni notevoli u mammirata li tikkontribwixxi biex jitwessgħu l-fruntieri tal-arti, ix-xjenza, id-disinn u t-teknoloġija. Nextgen Sme Funzjoni Primarja: Esperjenza Phygital tal-Onboarding tal-Klijenti huwa ħolqien li ħafna jinvidjawh, li jqajjem ix-xewqat, iġib sentimenti pożittivi u joħloq tgħaġġib u mistagħġib.

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.