Moralo oa Nextgen Sme Primary Function: Boiphihlelo ba ho Amohela Bareki ka mokhoa oa Phygital ka Akbank Service Design Team ke mohlodi oa khau e hlomphehang haholo ya 2026 Moputso oa Silevera oa A' Design Award Mokhahleong oa Tlhodisano oa Moralo wa Meta, Leano le Tshebeletso.
SileveraTshebeletso· 2026
Nextgen Sme Primary Function: Boiphihlelo ba ho Amohela Bareki ka mokhoa oa Phygital
Moreki: Akbank T.a.Ş
Mohlodi oa Moputso oa Silevera oa A' Design Award Mokhahleong oa Tshebeletso
Mohlodi oa Khau ea Netefaditsweng
Netefatsa Boemo ba Khau bakeng sa #181933Moralo
Mabapi le Nextgen Sme Primary Function: Boiphihlelo ba ho Amohela Bareki ka mokhoa oa Phygital
Book Text: Ho fetolela bareki ho digital le lihlahisoa tse fapaneng ho kopantsoe sethaleng se le seng ke Sehlopha sa Moralo oa Litšebeletso sa Akbank ka mokhoa oa phygital bakeng sa ho fumana kantle ho makala. Ho fapana le bahlolisani, lipakete tsa lihlahisoa tse ngata tse etselitsoeng motho ka mong li fanoa ka phallo e le 'ngoe, e leng ka eona ho tsamaisoang ka digital lihlahisoa tse fihlang ho tse 7. Pampiri le ho ba teng ka 'mele li felisoa ka tumello ea konteraka ea digital, e hlahisoang e le ntlha ea bona ea pele ea boqapi ba tšebeliso ea mobile. Mokhoa oa thekiso o thehiloeng holim'a moputso o sebelisoa ho eketsa botebo ba kamano ea bareki hammoho le katleho ea thekiso.
Kamohelo
Mabapi le Moputso oa Silevera oa A' Design Award
Nextgen Sme Primary Function: Boiphihlelo ba ho Amohela Bareki ka mokhoa oa Phygital ke mohapi oa Moputso oa Silevera oa A' Design Award, kananelo e hlomphehang haholo e fuoang meralo e phahameng ka ho fetesisa, e ntle le e tsosang maikutlo. Bahapi ba Silevera ke mesebetsi e khanyang haholo le e nang le boqapi bo ikhethang e bontšang botsebi, talenta le bohlale ba baqapi ba eona. Nextgen Sme Primary Function: Boiphihlelo ba ho Amohela Bareki ka mokhoa oa Phygital e lebelletsoe ho ba mosebetsi o motle, oa mohlala, o nang le boprofeshenale bo bonahalang le mehopolo e mecha e tebileng. Moralo ona o hapileng Moputso oa Silevera oa A' Design Award ke mohopolo o hlokomelehang haholo le o ratoang o tlisang molemo mme o sutumelletsang meeli ea bonono, mahlale, moralo le theknoloji. Nextgen Sme Primary Function: Boiphihlelo ba ho Amohela Bareki ka mokhoa oa Phygital ke mosebetsi oo batho ba bangata ba o lakatsang, o tsosang litakatso, o tlisang maikutlo a matle le o tsosetsang ho makala le ho hlolla.
Ka Mora Moralo
Sete ya Boraditaba
Litlhaku, ditho tsa sehlopha le lintlha tsa botekgeniki tse fanoeng ke moetsi wa moralo.
- Boleng bo Ikhethang
- 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.
- Boholo le Phuthelo
- 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.
- Lithegi
- #E2EZeroBasedDesign #E2EServiceAndExperienceDesign #HolisticSMEBanking #NextGenBankingSolution
- Theknoloji ya Tlhahiso
- 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.
- Phephetso ya Moralo
- 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.
- Dipatlisiso
- 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.
- Kgothaletso
- 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.
- Nako ya Projeke
- The design of project started in February 2023 and finished in August 2023 in Turkey, and was realised in January 2025.
- Diphatente
- Copyrights belong to Akbank T.A.Ş, 2026.
- Litho tsa Sehlopha
- Service Design and Process Development Team, Staff Channel Design Team
- Litlotla tsa Setshwantsho
- 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.
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