Nextgen Sme Umsebenzi Oyinhloko: Isipiliyoni Sokungenisa Amakhasimende Nge-Phygital ngu-Akbank Service Design Team

Umdwebo Nextgen Sme Umsebenzi Oyinhloko: Isipiliyoni Sokungenisa Amakhasimende Nge-Phygital ngu-Akbank Service Design Team ungumnqobi ohlonishwa kakhulu womklomelo odumile we-2026 Umklomelo Wesiliva we-A' Design Award Esigabeni Somncintiswano se-Inkonzo.

IsilivaInkonzo· 2026

Nextgen Sme Umsebenzi Oyinhloko: Isipiliyoni Sokungenisa Amakhasimende Nge-Phygital

ngu Akbank Service Design Team

Iklayenti: Akbank T.a.Ş

Umnqobi we-Umklomelo Wesiliva we-A' Design Award Esigabeni se-Inkonzo

30,506

Umnqobi Womklomelo Oqinisekisiwe

Qinisekisa Isimo Somklomelo se-#181933

Buka ku-A' Design Award Isitatimende Sabezindaba Ibheji Yomklomelo

Imibala

Ukuklama

Mayelana ne-Nextgen Sme Umsebenzi Oyinhloko: Isipiliyoni Sokungenisa Amakhasimende Nge-Phygital

Isicatshulwa Sencwadi: Ukwenziwa kwamadijithali kwamakhasimende kanye nemikhiqizo ehlukahlukene kuhlanganiswe kunkundla eyodwa yiThimba Lokuklama Insizakalo le-Akbank ngendlela ye-phygital ukuze kufinyeleleke ngaphandle kwamagatsha. Ngokungafani nabancintisana nabo, izinhlanganisela zemikhiqizo eminingi eyenzelwe ngokuqondene nomuntu zihlinzekwa ngokugeleza okukodwa, okuvumela ukusetshenziswa kwedijithali kwemikhiqizo efika kwe-7. Iphepha kanye nokuba khona ngokomzimba kuyaqedwa ngokuvunywa kwekhontrakthi yedijithali, okwethulwa njengokuqamba kwabo kokuqala kokusetshenziswa kwe-mobile. Imodeli yokudayisa esekelwe emivuzweni iyasetshenziswa ukuze kwandiswe kokubili ukujula kobudlelwano namakhasimende kanye nokusebenza kahle kokudayisa.

Ukuqashelwa

Mayelana ne-Umklomelo Wesiliva we-A' Design Award

Nextgen Sme Umsebenzi Oyinhloko: Isipiliyoni Sokungenisa Amakhasimende Nge-Phygital iwinile uMklomelo Wesiliva we-A' Design Award, ukwaziswa okuhloniphekile ngokungajwayelekile okunikezwa imiklamo esezingeni eliphezulu, ebukekayo nethinta kakhulu. Abawinile beSiliva yimisebenzi egqamile kakhulu nedala kakhulu ebonisa ubungcweti obuphawulekayo, italente nobuhlakani babaklami babo. Nextgen Sme Umsebenzi Oyinhloko: Isipiliyoni Sokungenisa Amakhasimende Nge-Phygital ilindeleke ukuba ibe ngumsebenzi omuhle wesibonelo, onobungcweti obuphawulekayo nezinto ezintsha ezijulile. Lo mklamo owinile uMklomelo Wesiliva we-A' Design Award uyinto entsha ebonakala kakhulu nethakazelisayo esiza futhi isunduza imingcele yobuciko, isayensi, ukuklama nobuchwepheshe. Nextgen Sme Umsebenzi Oyinhloko: Isipiliyoni Sokungenisa Amakhasimende Nge-Phygital iyinto enomhawu omkhulu kuyo evusa izifiso, ilethe imizwa emihle futhi ivuse ukumangala nokuxakeka.

Ngemuva Kokuklama

Iphakheji Yabezindaba

Ama-credit, amalungu eqembu nemininingwane yobuchwepheshe ehlinzekwe ngumklami.

Izici Ezihlukile: 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.
Izilinganiso Nokupakisha: 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.
Amathegi: #E2EZeroBasedDesign #E2EServiceAndExperienceDesign #HolisticSMEBanking #NextGenBankingSolution
Ubuchwepheshe Bokukhiqiza: 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.
Inselele Yokudweba: 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.
Ucwaningo: 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.
Ugqozi: 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.
Ubude Bephrojekthi: The design of project started in February 2023 and finished in August 2023 in Turkey, and was realised in January 2025.
Amapathenti: Copyrights belong to Akbank T.A.Ş, 2026.
Amalungu Eqembu: Service Design and Process Development Team, Staff Channel Design Team
Amakhredithi Ezithombe: 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.