Nextgen Sme by Akbank Service Design Team innovative phygital customer onboarding experience

Nextgen Sme

Phygital Customer Onboarding Experience for AKBANK T.A.Ş.

Akbank Service Design Team integrates customer digitization and diverse products on one platform with a Phygital approach for access outside branches. Unlike competitors, they offer personalized multi-product bundles in a single flow, enabling digital activation of up to 7 products. Their first point of mobile use innovation eliminates paper and physical presence through digital contract approvals. They employ a reward-based sales model to increase both customer relationship depth and sales efficiency.

Akbank Service Design Team 2026 Consortium Silver Press Kit № 181933

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Download Press Kit № 181933 Phygital Customer Onboarding Experience for AKBANK T.A.Ş. by Akbank Service Design Team to access high-res images, essential texts, translations, and exclusive interviews—all in one.

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Nextgen SME sales and service model by Akbank Service Design Team

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Phygital Customer Onboarding Experience by Akbank Service Design Team

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Akbank Service Design Team Nextgen SME sales and service model

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AKBANK T A Ş Brand Logo

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Nextgen Sme Phygital Customer Onboarding Experience Press Releases

Press releases for Nextgen Sme are now accessible in these languages: English.

Nextgen Sme Phygital Customer Onboarding Experience Translations

We ensure Nextgen Sme is globally understood with translations available in these languages: Primêre Funksie: Phygital Kliënt-aanboord-ervaring AF, Funksioni Primar: Përvoja Phygital e Integrimit të Klientit SQ, ዋና ተግባር፡ ፋይጂታል የደንበኞች መግቢያ ተሞክሮ AM, تجربة إعداد العملاء الرقمية-المادية AR, Primary Function: Ֆիջիթալ հաճախորդների ներգրավման փորձառություն HY, প্ৰাথমিক কাৰ্য্য: ফিজিটেল গ্ৰাহক অনবৰ্ডিং অভিজ্ঞতা AS, Əsas Funksiya: Fijital Müştəri Qoşulma Təcrübəsi AZ, Primary Function: Bezeroaren Onboarding Esperientzia Phygitala EU, Асноўная функцыя: Фіджытал-вопыт адаптацыі кліентаў BE, প্রাথমিক কার্যকারিতা: ফিজিটাল কাস্টমার অনবোর্ডিং অভিজ্ঞতা BN, Primarna funkcija: Phygital iskustvo uvođenja klijenata BS, Primary Function: Фиджитъл преживяване при онбординг на клиенти BG, ပင်မလုပ်ဆောင်ချက်: Phygital ဖောက်သည်စတင်အသုံးပြုမှုအတွေ့အကြုံ MY, Funció principal: Experiència d'incorporació de clients phygital CA, Nag-unang Gamit: Phygital nga Kasinatian sa Pag-onboard sa Kustomer CEB, Primary Function: Zochitika za Phygital Zolandirira Makasitomala NY, 虛實融合客戶入門體驗 ZY, 主要功能：虚实融合的客户入门体验 ZH, Primary Function: Sperienza Phygital di Onboarding di i Clienti CO, Primarna funkcija: Phygital iskustvo uvođenja korisnika HR, Primární funkce: Phygital zážitek z prvního seznámení zákazníka CS, Primær funktion: Phygital onboarding-oplevelse for kunder DA, Primaire Functie: Phygitale Klantonboarding-ervaring NL, Ĉefa Funkcio: Fizika-Cifereca Sperto de Klienta Enirado EO, Primaarne funktsioon: Füüsiline-digitaalne kliendi liitumiskogemus ET, Primary Function: Fygitaalinen asiakkaan käyttöönottokokemus FI, Fonction principale : Expérience d'intégration client phygitale FR, Príomhfheidhm: Eispéireas Ionduchtaithe Custaiméirí Phygital GD, Función Primaria: Experiencia Phygital de Incorporación de Clientes GL, ფიჯიტალური მომხმარებელთა ჩართვის გამოცდილება KA, Primäre Funktion: Phygitales Kunden-Onboarding-Erlebnis DE, Primary Function: Phygital Εμπειρία Ένταξης Πελατών EL, Tembiapo Mba'e: Phygital Customer Onboarding Experience jehechauka GN, ફિજિટલ કસ્ટમર ઓનબોર્ડિંગ અનુભવ GU, Fonksyon Prensipal: Eksperyans Entwodiksyon Kliyan Phygital HT, Primary Function: Kwarewar Shigar da Abokin Ciniki na Phygital HA, ‘Ike Ho‘okomo Mea Kū‘ai Phygital HAW, חוויית קליטת לקוחות פיג'יטלית HE, फिजिटल कस्टमर ऑनबोर्डिंग अनुभव HI, Kev Ua Haujlwm Tseem Ceeb: Kev Txais Tos Cov Neeg Siv Khoom Hauv Kev Sib Xyaw Phygital HMN, Elsődleges funkció: Phygital ügyfél-onboarding élmény HU, Primary Function: Fygital innleiðsluupplifun viðskiptavina IS, Ọrụ Bụ Isi: Ahụmịhe Nnabata Ndị Ahịa Phygital IG, Fungsi Utama: Pengalaman Orientasi Pelanggan Phygital ID, Príomhfheidhm: Eispéireas Ionduchtaithe Custaiméirí Fisidhigiteach GA, Primary Function: Esperienza di Onboarding Phygital del Cliente IT, フィジタル顧客オンボーディング体験 JA, Fungsi Utama: Pengalaman Onboarding Pelanggan Phygital JV, ಪ್ರಾಥಮಿಕ ಕಾರ್ಯ: ಫಿಜಿಟಲ್ ಗ್ರಾಹಕ ಆನ್‌ಬೋರ್ಡಿಂಗ್ ಅನುಭವ KN, Primary Function: Фиджитал клиенттерді тіркеу тәжірибесі KK, Primary Function: Uburambe bwo Kwakira Abakiriya mu Buryo bwa Phygital RW, 피지털 고객 온보딩 경험 KO, Kargeriya Sereke: Ezmûna Fîjîtal a Destpêkirina Muşteriyan KU, Негизги функция: Физикалык-санариптик кардар кабыл алуу тажрыйбасы KY, ປະສົບການຕ້ອນຮັບລູກຄ້າແບບ Phygital LO, Munus Primarium: Experientia Phygitalis Initiationis Clientium LA, Primārā funkcija: Fiziski digitāla klientu uzņemšanas pieredze LV, Pagrindinė funkcija: Fizinė ir skaitmeninė klientų priėmimo patirtis LT, Primary Function: Phygital Erfarung fir d'Onboarding vu Clienten LB, Примарна функција: Фиџитал искуство за онбординг на клиенти MK, Primary Function: Traikefa Fandraisana Mpanjifa Phygital MG, Fungsi Utama: Pengalaman Pendaftaran Pelanggan Phygital MS, പ്രാഥമിക പ്രവർത്തനം: ഫിജിറ്റൽ കസ്റ്റമർ ഓൺബോർഡിംഗ് അനുഭവം ML, Funzjoni Primarja: Esperjenza Phygital tal-Onboarding tal-Klijenti MT, Wheako Whakauru Kiritaki Phygital MI, फिजिटल ग्राहक ऑनबोर्डिंग अनुभव MR, Primary Function: Финжитал хэрэглэгчийн танилцуулах туршлага MN, फिजिटल ग्राहक अनबोर्डिङ अनुभव NE, Primary Function: Phygital kundeonboarding-opplevelse NO, Primary Function: Phygital kundeonboarding-opplevelse NB, Foncion principala : Experiéncia d'integracion phygitala dels clients OC, ପ୍ରାଥମିକ କାର୍ଯ୍ୟ: ଫାଇଜିଟାଲ୍ ଗ୍ରାହକ ଅନବୋର୍ଡିଂ ଅଭିଜ୍ଞତା OR, اصلي دنده: د فيجيټل پيرودونکو د پيلولو تجربه PS, تجربه فایجیتال جذب و ورود مشتری FA, Główna funkcja: Fygitalne doświadczenie wdrażania klienta PL, Função Principal: Experiência Phygital de Integração de Clientes PT, ਪ੍ਰਾਇਮਰੀ ਫੰਕਸ਼ਨ: ਫਾਈਜੀਟਲ ਗਾਹਕ ਆਨਬੋਰਡਿੰਗ ਅਨੁਭਵ PA, Ñawpaq Ruray: Phygital Rantikuqta Chaskiy Yachay QU, Funcție principală: Experiență Phygital de Integrare a Clienților RO, Основная функция: Фиджитал-опыт онбординга клиентов RU, Primary Function: Poto Masani o le Faʻafeiloaʻi o Tagata Faʻatau i le Phygital SM, मुख्यकार्यम्: फैजिटल्-ग्राहक-प्रवेशानुभवः SA, Primarna funkcija: Fidžitalno iskustvo uključivanja korisnika SR, Basa Rekutanga: Ruzivo Rwekugamuchira Vatengi Rwepamwe Chete rweDijitari neMuviri SN, فيجيٽل ڪسٽمر آن بورڊنگ تجربو SD, ප්‍රාථමික කාර්යය: ෆයිජිටල් පාරිභෝගික ආරම්භක අත්දැකීම SI, Primárna funkcia: Fygitálny zážitok z registrácie zákazníkov SK, Primarna funkcija: Figitalna izkušnja uvajanja strank SL, Primary Function: Waayo-aragnimada Diiwaangelinta Macaamiisha ee Phygital SO, Primary Function: Boiphihlelo ba ho Amohela Bareki ka mokhoa oa Phygital ST, Función Principal: Experiencia de Incorporación de Clientes Phygital ES, Fungsi Utama: Pangalaman Onboarding Nasabah Phygital SU, Kazi ya Msingi: Uzoefu wa Phygital wa Kumkaribisha Mteja SW, Primär funktion: Phygital kundintroduktionsupplevelse SV, Pangunahing Function: Phygital na Karanasan sa Pag-onboard ng Customer TL, Функсияи асосӣ: Таҷрибаи фиҷиталии ҷалби муштариён TG, பிஜிட்டல் வாடிக்கையாளர் இணைப்பு அனுபவம் TA, Төп функция: Фиджитал клиентны кабул итү тәҗрибәсе TT, ప్రాథమిక విధి: ఫిజిటల్ కస్టమర్ ఆన్‌బోర్డింగ్ అనుభవం TE, ประสบการณ์การเริ่มต้นใช้งานลูกค้าแบบฟิจิทัล TH, ཀྱེ་བའི་ནུས་པ། Phygital མགྲོན་པོ་གསར་སྒྲིག་ཉམས་མྱོང༌། BO, ቀንዲ ተግባር፦ ፊጂታላዊ ናይ ዓሚል ኦንቦርዲንግ ተመክሮ TI, Birincil İşlev: Phygital Müşteri Karşılama Deneyimi TR, Primary Function: Fygital Müşderi Onbording Tejribesi TK, Основна функція: Фіджитал-досвід онбордингу клієнтів UK, فیجیٹل کسٹمر آن بورڈنگ تجربہ UR, Primary Function: فيجىتال خېرىدار قوشۇلۇش تەجرىبىسى UG, Asosiy vazifa: Fijital mijozlarni jalb qilish tajribasi UZ, Chức năng chính: Trải nghiệm Tiếp nhận Khách hàng Phygital VI, Prif Swyddogaeth: Profiad Ymuno Cwsmeriaid Ffygidol CY, Primary Function: Phygitale Klant-Onboarding-Ûnderfining FY, Umsebenzi Ophambili: Amava e-Phygital Okwamkelwa kweeCustomer XH, פֿיזיש־דיגיטאַלע קונדן־איינפֿירונג דערפֿאַרונג YI, Iṣẹ́ Àkọ́kọ́: Ìrírí Ìforúkọsílẹ̀ Oníbàárà Onítẹ̀kánná YO, Umsebenzi Oyinhloko: Isipiliyoni Sokungenisa Amakhasimende Nge-Phygital ZU, បទពិសោធន៍ចាប់ផ្តើមប្រើប្រាស់សម្រាប់អតិថិជនបែប Phygital KM, Phygital Customer Onboarding Experience EN.

Nextgen Sme Phygital Customer Onboarding Experience Media Articles

Ready for your features: articles on Nextgen Sme in various languages, including Korean, Russian, Spanish, English, French, Italian, German, Chinese (Mandarin), Dutch, Hindi, Portuguese, Indonesian, Arabic (Standard), Japanese and Turkish.

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.

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.

Project Duration

The design of project started in February 2023 and finished in August 2023 in Turkey, and was realised in January 2025.

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.

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.

Project Overview

Nextgen Sme Phygital Customer Onboarding Experience has been a Silver winner in the Meta, Strategic and Service Design award category in the year 2025 organized by the prestigious A' Design Award & Competition. The Silver A' Design Award celebrates top-tier designs that embody excellence and innovation. This award acknowledges creations that are not only aesthetically pleasing but also highly functional, reflecting the designer's deep understanding and skill. Silver A' Design Award recipients are recognized for their contribution to raising industry standards and advancing the practice of design. Their work often incorporates original innovations and elicits a strong emotional response, making a notable impact on the improvement of everyday life.

Silver Recognition

Akbank Service Design Team was recognized with the coveted Silver A' Design Award in 2026, a testament to excellence of their work Nextgen Sme Phygital Customer Onboarding Experience.

Akbank Service Design Team Press Releases

Journalists and media members can enrich their content with our press releases on Akbank Service Design Team, available for free use. Instantly access 1 press releases, available exclusively for journalists.

Akbank Service Design Team Wins Silver A' Design Award for Nextgen SME Phygital Onboarding Experience

Akbank Service Design Team has been honored with the Silver A' Design Award 2026 for its Nextgen SME project, a pioneering phygital customer onboarding experience that streamlines banking for small and medium-sized enterprises in Turkey by integrating digital speed with personalized, human-centric service.

Akbank Service Design Team Newsroom

Visit Akbank Service Design Team Newsroom for an inside look at exceptional design and award-winning projects.

You are currently viewing Media Showcase № 181933. For a full overview of Akbank Service Design Team's accomplishments and media resources, Akbank Service Design Team's newsroom is the place to be, offering direct access to a range of materials. You are here: Press Kit / Media Showcase 181933 about Nextgen Sme. Additional content is available in Newsroom 380594.