Nextgen Sme Fungsi Utama: Pangalaman Onboarding Nasabah Phygital ku Akbank Service Design Team

Karya Nextgen Sme Fungsi Utama: Pangalaman Onboarding Nasabah Phygital ku Akbank Service Design Team nyaéta pamenang anu dihormat pisan tina 2026 A' Design Award Perak anu bergengsi dina Katégori Kompetisi Layanan.

PerakLayanan· 2026

Nextgen Sme Fungsi Utama: Pangalaman Onboarding Nasabah Phygital

ku Akbank Service Design Team

Klién: Akbank T.a.Ş

Pamenang A' Design Award Perak dina Katégori Layanan

30,506

Pamenang Panghargaan anu Diverifikasi

Verifikasi Status Panghargaan pikeun #181933

Tingali di A' Design Award Siaran Pers Lencana Panghargaan

Warna

Désain

Ngeunaan Nextgen Sme Fungsi Utama: Pangalaman Onboarding Nasabah Phygital

Téks Buku: Digitalisasi nasabah sareng rupa-rupa produk diintegrasikeun dina hiji platform tunggal ku Tim Desain Ladénan Akbank kalayan pamarekan phygital pikeun aksés di luar cabang. Béda ti pesaing, bungkusan multi-produk anu dipersonalisasi ditawarkeun dina hiji alur, anu ngamungkinkeun aktivasi digital dugi ka 7 produk. Kertas sareng ayana fisik dieliminasi ngaliwatan persetujuan kontrak digital, anu diwanohkeun salaku inovasi titik mimiti panggunaan mobile maranéhna. Modél penjualan dumasar-ganjaran dianggo pikeun ningkatkeun boh kadaléman hubungan nasabah boh efisiensi penjualan.

Pangakuan

Ngeunaan A' Design Award Perak

Nextgen Sme Fungsi Utama: Pangalaman Onboarding Nasabah Phygital mangrupa juara A' Design Award Perak, pangakuan anu luar biasa bergengsi anu dipasihkeun ka desain kelas luhur, endah jeung matak kagum. Para juara Perak téh karya anu pohara cemerlang jeung pohara kréatif anu ngagambarkeun kaahlian, bakat jeung kapinteran para désainerna. Nextgen Sme Fungsi Utama: Pangalaman Onboarding Nasabah Phygital diharepkeun jadi karya anu éndah, karya andalan anu pohara profésional jeung pohara inovatif. Desain juara A' Design Award Perak ieu mangrupa panemuan anu pohara kasohor jeung dikagumi anu mangpaat sarta ngamajukeun watesan seni, élmu, desain jeung téknologi. Nextgen Sme Fungsi Utama: Pangalaman Onboarding Nasabah Phygital mangrupa kréasi anu pohara diirikeun anu ngahudang kahayang, ngabawa rasa positip, jeung ngahudangkeun rasa heran jeung kagum.

Di Balik Désain

Kit Pers

Krédit, anggota tim sareng detil téknis anu disayogikeun ku désainer.

Sipat Unik: 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.
Diménsi & Bungkusan: 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.
Tag: #E2EZeroBasedDesign #E2EServiceAndExperienceDesign #HolisticSMEBanking #NextGenBankingSolution
Téknologi Produksi: 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.
Tantangan Desain: 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.
Panalungtikan: 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.
Inspirasi: 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.
Durasi Proyék: The design of project started in February 2023 and finished in August 2023 in Turkey, and was realised in January 2025.
Patén: Copyrights belong to Akbank T.A.Ş, 2026.
Anggota Tim: Service Design and Process Development Team, Staff Channel Design Team
Krédit Gambar: 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.