Akbank Service Design Team의 Nextgen Sme 피지털 고객 온보딩 경험

디자이너 Akbank Service Design Team의 작품 Nextgen Sme 피지털 고객 온보딩 경험은(는) 매우 권위 있는 2026 A' Design Award 은상의 메타, 전략 및 서비스 디자인 부문에서 탁월한 수상작입니다.

은서비스· 2026

Nextgen Sme 피지털 고객 온보딩 경험

디자이너: Akbank Service Design Team

클라이언트: Akbank T.a.Ş

서비스 부문 A' Design Award 은상 수상작

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인증된 수상작

#181933 수상 상태 인증하기

A' Design Award에서 보기 보도 자료 수상 배지

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디자인

Nextgen Sme 피지털 고객 온보딩 경험 소개

악반크(Akbank) 서비스 디자인팀은 지점 외부에서의 접근을 위한 피지털 접근 방식을 통해 고객 디지털화와 다양한 상품을 단일 플랫폼에 통합했습니다. 경쟁사와 달리, 개인화된 멀티 상품 번들을 단일 흐름으로 제공하며, 이를 통해 최대 7개 상품의 디지털 활성화가 가능합니다. 최초의 모바일 활용 혁신 지점으로 도입된 디지털 계약 승인을 통해 종이와 물리적 존재를 제거했습니다. 고객 관계의 깊이와 판매 효율성을 모두 높이기 위해 보상 기반 판매 모델을 활용합니다.

수상 인정

A' Design Award 은상 소개

Nextgen Sme 피지털 고객 온보딩 경험, 이 작품은 A' Design Award 은상 수상작으로, 최상급이며 아름답고 인상적인 디자인에 수여되는 비범하게 권위 있는 인정입니다. 은상 수상작은 대단히 뛰어나고 매우 창의적인 작품으로, 디자이너의 탁월한 전문 지식, 재능, 통찰력을 보여 줍니다. Nextgen Sme 피지털 고객 온보딩 경험, 이 작품은 훌륭한 대표작으로서 매우 전문적이고 깊이 있게 혁신적일 것으로 기대됩니다. 이 은상 수상 디자인은 예술, 과학, 디자인, 기술의 경계를 넓히는 데 이바지하는 주목할 만하고 찬사를 받는 발명품입니다. Nextgen Sme 피지털 고객 온보딩 경험, 이 작품은 모두가 부러워하는 창작물로서 욕망을 일깨우고 긍정적인 감정을 불러오며 경탄과 경이로움을 불러일으킵니다.

디자인 비하인드

프레스 킷

디자이너가 제공한 크레딧, 팀원 및 기술 세부 사항.

고유 특성: 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.
치수 및 패키징: 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.
태그: #E2EZeroBasedDesign #E2EServiceAndExperienceDesign #HolisticSMEBanking #NextGenBankingSolution
생산 기술: 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.
디자인 과제: 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.
연구: 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.
영감: 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.
프로젝트 기간: The design of project started in February 2023 and finished in August 2023 in Turkey, and was realised in January 2025.
특허: Copyrights belong to Akbank T.A.Ş, 2026.
팀원: Service Design and Process Development Team, Staff Channel Design Team
이미지 출처: 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.