Nextgen Sme Primary Function: Pangalaman Onboarding Palanggan Phygital dek Akbank Service Design Team

Nextgen Sme Primary Function: Pangalaman Onboarding Palanggan Phygital dek Akbank Service Design Team adolah pamenang nan sangaik tahormat dari A' Design Award Perak 2026 nan sangaik prestigius dalam Kategori Kompetisi Layanan.

PerakLayanan· 2026

Nextgen Sme Primary Function: Pangalaman Onboarding Palanggan Phygital

dek Akbank Service Design Team

Klien: Akbank T.a.Ş

Pamenang A' Design Award Perak dalam Kategori Layanan

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Pamenang Pangharogaan Taverifikasi

Verifikasi Status Pangharogaan untuak #181933

Caliak di A' Design Award Siaran Pers Lencana Penghargaan

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Tantang Nextgen Sme Primary Function: Pangalaman Onboarding Palanggan Phygital

Book Text: Digitalisasi palanggan sarato produk nan babagai diintegrasikan dalam satu platform dek Tim Service Design Akbank jo pendekatan phygital untuak akses di lua cabang. Bapisah jo pasaingan, bundel multi-produk nan dipersonalisasi ditawarkan dalam satu aliran, nan mambolehkan aktivasi digital sampai 7 produk. Karateh sarato kahadiran fisik dihilangkan malalui persetujuan kontrak digital, nan diperkenalkan sabagai titik inovasi panggunaan mobile partamo dek inyo. Model penjualan babasi hadiah dipakai untuak maningkekkan baiak kadalaman hubungan palanggan maupun efisiensi penjualan.

Pangakuan

Tantang A' Design Award Perak

Nextgen Sme Primary Function: Pangalaman Onboarding Palanggan Phygital adolah pamenang A' Design Award Perak, sabuah pangakuan nan luar biaso bapresti nan dibarikan ka rancangan tingkaik tatinggi, elok jo mangesankan. Pamenang Perak adolah karya nan sangaik cemerlang jo sangaik kreatif nan mamparlihatkan kapakaran, bakaik jo katajaman pikiran parancangnyo. Nextgen Sme Primary Function: Pangalaman Onboarding Palanggan Phygital dipaokan manjadi karya nan mangaguikan, contoh tauladan, sangaik profesional jo inovatif sacaro dalam. Rancangan nan manang Perak iko adolah panemuan nan nampak jo dikagumi nan mambari sumbangan untuak maluaskan batas seni, ilimu, rancangan jo teknologi. Nextgen Sme Primary Function: Pangalaman Onboarding Palanggan Phygital adolah ciptaan nan dicamburui banyak urang, nan mambangkikkan karinduan, mambaok parasaan positif jo malahiakan karagumon jo kakaguman.

Di Baliak Desain

Kit Pers

Kredit, anggota tim jo rincian teknis nan disadioan dek perancang.

Sifat 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.
Dimensi & Kemasan: 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
Teknologi 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.
Penelitian: 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 Proyek: The design of project started in February 2023 and finished in August 2023 in Turkey, and was realised in January 2025.
Paten: Copyrights belong to Akbank T.A.Ş, 2026.
Anggota Tim: Service Design and Process Development Team, Staff Channel Design Team
Kredit 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.