Golden A' Design Award in Interface, Interaction and User Experience Design Goes to Call Center Communication Platform by Akbank Design Studio and Service Design

Akbank Design Studio and Service Design recognized for interface, interaction and user experience design by the international grand jury of the 2020 - 2021 A' Design Award & Competition

FOR IMMEDIATE RELEASE

COMO, Italy, April 23, 2021 /DesignNewswire/ A' Design Award & Competition has announced that Call Center Communication Platform by Akbank Design Studio and Service Design, designed for Akbank, has been granted the Golden A' Design Award in the Interface, Interaction and User Experience Design category. The result belongs to the 2020 - 2021 A' Design Award & Competition and was reached through blind peer review by an international grand jury panel of established academics, design professionals and press members, who assessed anonymized entries against predetermined criteria.

The Golden A' Design Award Explained

The Gold A' Design Award is granted to designs that demonstrate a high level of innovation and a significant impact on their intended audience. Recognized as a major achievement by the A' Design Awards, these designs are characterized by their visionary approach and the exceptional skill of their creators. Winners of the Gold A' Design Award are noted for their ability to push the envelope in art, science, design, and technology, delivering solutions that not only meet but exceed expectations. These designs serve as benchmarks for excellence, encouraging further innovation and inspiring future generations of designers.

About Call Center Communication Platform

Call Center is a communication platform designed for a bank contact center. The platform supports agents during customer calls and chat requests. Customer needs are analyzed before, during and after each call, so many problems are solved at the source without a new call. Self service channels such as mobile applications, ATMs and voice response systems are included. Agents are guided by dashboards and analytics that direct each customer to the right station. A pause screen shows motivation messages between calls. The platform is responsive and available in English and Turkish.

About Akbank Design Studio and Service Design

We’re creating a new banking experience for staff channels that differentiates us from the competition and generates new value for the customer and the business. With the goal of “being the best bank in Turkey in terms of customer experience and satisfaction”, we’ve embarked on reimagining the Akbank experience in a user-centric way.Akbank’s leadership hinges on its ability to evolve. With that, we are evolving the customer and staff channels in line with changing customer expectations and regulatory environment to be smarter, more synced up and futureproof. We are using the atomic design system.

Award Record

This recognition makes Akbank Design Studio and Service Design a winner of 2 A' Design Awards. The awards span the editions from 2019 - 2020 to 2020 - 2021 of the A' Design Award & Competition.

About the A' Interface, Interaction and User Experience Design Award

The A' Interface Design Award is an international design competition recognizing good user interface designs by the best UI/UX designers worldwide. The competition is organized within the A' Design Award & Competition and is open to interface designers, interaction designers, user experience designers and digital product designers from all countries. Entries typically include websites, mobile applications, software interfaces, game interfaces, wearable interfaces and virtual reality interfaces. Awarded interface designs are published at https://dezigners.org/design-category/interface

About A' Design Award & Competition

A' Design Award & Competition is an international, juried design accolade organized annually since 2008. The competition is open to entries from all countries. The A' Design Award has a philanthropic mission to advance society through good design by recognizing and promoting superior products, projects and services that benefit society, and by creating a global awareness and appreciation for good design practices and principles. Entries are peer reviewed and anonymously evaluated by an international grand jury panel of established academics, design professionals and press members against predetermined criteria such as functionality, ergonomics, engineering, presentation, innovation, usability, sustainability and technology, with score normalization applied to remove biases. Awards are conferred at Platinum, Gold, Silver, Bronze and Iron levels. The A' Design Prize granted to eligible laureates includes the award trophy, the certificate of design excellence, the hardcover yearbook, a lifetime license to use the A' Design Award winner logo, exhibition of awarded works, an invitation to the gala night and award ceremony in Italy, inclusion in the World Design Rankings and Designer Rankings, and public relations and publicity services. Registration, the upload of a work and the preliminary score are free of charge, and Professional and Digital Edition laureates are not contractually obliged to pay further fees to claim the A' Design Prize. Further information is available at https://competition.adesignaward.com

Press Resources

Winner Page: https://dezigners.org/111886
A' Design Award Page: https://competition.adesignaward.com/111886
Media Showcase: https://www.designnewsroom.com/!111886
Laureate Profile: https://dezigners.org/d/274334

Media Contact

Giulia Ferrari, Press Office
Designers.Org
Via Leone Leoni 32, 22100 Como, Italy
press@designers.org
+39 031 4491953

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Fact Sheet

The Work

Project: Call Center Communication Platform
Function: Communication Platform
Category: Interface, Interaction and User Experience Design
Discipline: Communication Design
Industry: Software
Colors: Lavender, Gainsboro, Red, Indian Red and Crimson
Images: 5
Client: Akbank

The Recognition

Laureate: Akbank Design Studio and Service Design
Country: Turkiye
Recognition: Golden A' Design Award
Edition: 2020 - 2021
Design ID: #111886

Credits

Team: Akbank Design Studio and Service Design team
Image Credits: Illustrator Akbank Design Studio, 2020. Photo Akbank Design Studio, 2021.; Illustrator Akbank Design Studio, 2020.; Illustrator Akbank Design Studio, 2020. Video Credits: Illustrator Akbank Design Studio, 2020.

Design Details

Unique Properties: In accordance with Akbank's new vision, Customer Contact Center is a "Experience Center" that offers proactive sales and services with analytical support, complementing digital channels. By analyzing not only the cx during the call, also before and after the call, we proactively solve the problems of our customers at the source without creating a call. Also we create new experience not only in contact center also in self service channels as mobile, ATM, IVR etc.
Inspiration: We want to make Akbank customer's and staff's experience better with all channels. Customer contact center is one of the channel of this process. After all the studies we have been thinking about how to make customer communication fast, intelligent, value based and simple. We have designed a proactive, fast and intelligent customer communication and sales tool that provides quick solutions, better quality services and intuitive experience designed to motivate staff encourage team collaboration
Research: We had in depth interviews with customers and staff users to determine the needs and functions,. To understand the users needs and provide successful solutions, we used wide range of research methods like user interview, card sorting, design workshops. After these research we focus not only the customer experience during the call, but also before and after call and solved the problems.We got meaninful insights with these researches and use them to creating personas, customer journey mappings. To evaluate our design and observed users behaviors, we ran several user testing.
Challenge: The agent can answer call and chat notification from customers parallely. The design should handle all needs in one shot so the agent manage the call easily. Also, the agents are very busy during the day. The question is how can the application can be kind and smart both in business and personal. When the agent wants to take a new call, the screen is reversed to the pause moments screen and the agent can see motivation or well being messages on there. This screen is created for take a breath.
Realization and Technology: The project is available for desktop in English and Turkish language versions. Design Tools: Sketch, Principle, Illustrator, Invision, Zeplin, Abstract Development Tools: .net 4.5 mvc, Kendo UI, Angular
Operation and Interaction: Firstly we try to solve the problem or need before become a call so we provide self services solutions as mobile, atm etc. If customer call us firstly we try to guess it's need and response in voice response system easily. If customer need connect to the agent we direct customers to right station faster according to its need and segmentation. During the call, agents are fed with dashboard, analytics intelligence and functions that will provide the fastest and proactive service to the customer
Project Duration and Location: The project started in March 2019 in Istanbul and had first released in June 2020 in Istanbul. It is an ongoing process with updates depending on new needs.
Specifications: Responsive design, holistic design approach to corporate identity
Keywords: Contact Center, Customer Communication, Customer Experience, Services Design, Digital Transformation, Responsive Design, User Experience, User Interface, Interaction Design, Digital Interaction