Pilak Serbisyo · 2026
Nextgen Sme Pangunahing Function: Phygital na Karanasan sa Pag-onboard ng Customer
- A' Design Award na Pilak 2026 in Serbisyo
- CLIENT: Akbank T.a.Ş
- Estimated Number of Design Views: 27,865
- Verification code 1F8DAD7DAB · Verify this award
Colors
About Nextgen Sme Pangunahing Function: Phygital na Karanasan sa Pag-onboard ng Customer
Book Text: Ang digitization ng customer at magkakaibang produkto ay pinagsama sa iisang platform ng Akbank Service Design Team gamit ang phygital na pamamaraan para sa access sa labas ng mga sangay. Hindi tulad ng mga katunggali, ang mga personalisadong multi-product bundle ay inaalok sa iisang daloy, kung saan pinapagana ang digital na aktibasyon ng hanggang 7 produkto. Naaalis ang paggamit ng papel at pisikal na presensya sa pamamagitan ng digital na pag-apruba ng kontrata, na ipinakikilala bilang kanilang unang punto ng inobasyon sa paggamit ng mobile. Isang reward-based na modelo ng benta ang ginagamit upang paigtingin kapwa ang lalim ng relasyon sa customer at ang kahusayan sa benta.
About the A' Design Award na Pilak
Ang Nextgen Sme Pangunahing Function: Phygital na Karanasan sa Pag-onboard ng Customer ay nagwagi ng A' Design Award na Pilak, isang pambihirang prestihiyosong pagkilalang iginagawad sa mga disenyong nasa pinakamataas na antas, nakabibighani at kahanga-hanga. Ang mga nagwagi ng Pilak ay mga likhang lubhang makinang at napakamalikhain na naglalarawan sa pambihirang kadalubhasaan, talento at talas ng isip ng kanilang mga tagapagdisenyo. Inaasahang ang Nextgen Sme Pangunahing Function: Phygital na Karanasan sa Pag-onboard ng Customer ay isang kahanga-hangang likhang huwaran na kapansin-pansing propesyonal at malalim na makabago. Ang disenyong ito na nagwagi ng A' Design Award na Pilak ay isang lubhang kapansin-pansin at hinahangaang imbensyon na nakikinabang at nagpapaunlad sa mga hangganan ng sining, agham, disenyo at teknolohiya. Ang Nextgen Sme Pangunahing Function: Phygital na Karanasan sa Pag-onboard ng Customer ay isang likhang labis na kinaiinggitan na gumigising ng mga hangarin, nagdadala ng positibong damdamin at nagpapasiklab ng pagkamangha at pagkabighani.
Press Kit
- 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.
- 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.
