Nextgen Sme Kargeriya Sereke: Ezmûna Fîjîtal a Destpêkirina Muşteriyan لەلایەن Akbank Service Design Team

دیزاینی Nextgen Sme Kargeriya Sereke: Ezmûna Fîjîtal a Destpêkirina Muşteriyan لەلایەن Akbank Service Design Team خەڵاتگرێکی بەناوبانگی خەڵاتی شکۆمەندی 2026 Xelata A' Design Award a Zîvîn لە پۆلی پێشبڕکێی Dîzayna Meta, Stratejîk û Xizmetê.

ZîvXizmet· 2026

Nextgen Sme Kargeriya Sereke: Ezmûna Fîjîtal a Destpêkirina Muşteriyan

لەلایەن Akbank Service Design Team

کڕیار: Akbank T.a.Ş

خەڵاتگری Xelata A' Design Award a Zîvîn لە پۆلی Xizmet

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بینین لە A' Design Award ڕاگەیاندنی چاپەمەنی نیشانەی خەڵات

ڕەنگەکان

دیزاینەکە

دەربارەی Nextgen Sme Kargeriya Sereke: Ezmûna Fîjîtal a Destpêkirina Muşteriyan

Deqa Pirtûkê: Dîjîtalkirina muşteriyan û berhemên cur bi cur ji aliyê Tîma Sêwirandina Xizmeta Akbank ve bi nêzîkatiyeke fîjîtal li ser platformeke yekane hatine yekkirin da ku li derveyî şûbeyan bidin gihîştin. Berevajî hevrikan, pakêtên gelek-berhemî yên kesanekirî di herikîneke yekane de tên pêşkêşkirin, ku bi rêya wê çalakkirina dîjîtal a heta 7 berheman dibe mumkin. Kaxez û hebûna fîzîkî bi rêya pejirandina peymana dîjîtal ji holê tên rakirin, ku wek xala yekem a nûjeniya karanîna mobîl a wan tê nasîn. Modeleke firotanê ya li ser bingeha xelatan tê bikaranîn da ku hem kûrbûna têkiliya bi muşteriyan û hem jî bikêrhatîbûna firotanê zêde bibe.

پێناسەکردن

دەربارەی Xelata A' Design Award a Zîvîn

Nextgen Sme Kargeriya Sereke: Ezmûna Fîjîtal a Destpêkirina Muşteriyan xelatgirê Xelata A' Design Award a Zîvîn e, nasîneke bi awayekî awarte bi prestîj ku ji sêwiranên di asta herî bilind de, xweşik û bibandor re tê dayîn. Xelatgirên Zîvînê karên pir birûsk û pir afirîner in, yên ku pisporiya hêja, jêhatîbûn û zîrekiya sêwiranerên xwe nîşan didin. Tê hêvîkirin ku Nextgen Sme Kargeriya Sereke: Ezmûna Fîjîtal a Destpêkirina Muşteriyan karekî mînak, pir pîşekar û bi kûrahî nûjen be. Ev sêwirana bi Zîvînê serketî vedîtineke berbiçav û hatiye sitayişkirin e ku ji bo fireh kirina sînorên huner, zanist, sêwiran û teknolojiyê tevkarî dike. Nextgen Sme Kargeriya Sereke: Ezmûna Fîjîtal a Destpêkirina Muşteriyan afirandinek e ku gelek kes çavê xwe lê dikin, daxwazan şiyar dike, hestên erênî tîne û heyirînê çêdike.

لە پشت دیزاینەوە

کیتی چاپەمەنی

باوەڕپێکراوەکان، ئەندامانی تیم و وردەکاری تەکنیکی کە لەلایەن دیزاینەرەوە پێشکەش کراون.

تایبەتمەندییە تایبەتەکان: 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.
قەبارە و پاکێج: 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.
تاگەکان: #E2EZeroBasedDesign #E2EServiceAndExperienceDesign #HolisticSMEBanking #NextGenBankingSolution
تەکنەلۆژیای بەرهەمهێنان: 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.
هەڵەنگاندنی دیزاین: 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.
توێژینەوە: 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.
ئیلهام: 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.
ماوەی پڕۆژە: The design of project started in February 2023 and finished in August 2023 in Turkey, and was realised in January 2025.
پەتێنتەکان: Copyrights belong to Akbank T.A.Ş, 2026.
ئەندامانی تیم: Service Design and Process Development Team, Staff Channel Design Team
کرێدیتی وێنەکان: 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.