DESIGN NAME: Akbank ATM
PRIMARY FUNCTION: Automated Teller Machine
INSPIRATION: The starting question was "How to Design Automated-Teller-Machines in a revolutionary way?". Although the number of monthly usage of Akbank ATM is around 19 million, its experience was outdated and inefficient. While the cash-centric Automated-Teller-Machine experience is still relevant in Turkey, Akbank defines the future of their experience as an important touchpoint, by considering its evolution.
UNIQUE PROPERTIES / PROJECT DESCRIPTION: Automated-Teller-Machine experience is one of the pillars for the journey of Akbank of being the future of banking with seamless omnichannel experiences and taking digital transformation to the next level in all areas. It is aimed to be the preferred and recommended cash transaction center that everyone can use the mobile like experience with a smart personalized dashboard based on behavior patterns of users and offers based on their financial decision models.
OPERATION / FLOW / INTERACTION: Akbank designed a new experience of Automated-Teller-Machines with the mission of being future proof and sought to leverage new and old technologies to pioneer future banking. Financial clarity is provided through simple and insightful designs using data and customer insights. With the new mobile-like approach, users feel more personal via familiar interactions, the smoother and self-sufficient experience. Also, the average length of transactions is less by approximately ten seconds.
PROJECT DURATION AND LOCATION: The project's process started in March 2019, in Istanbul. The first release was in 2020. It is still an ongoing journey with design updates and user feedback.
FITS BEST INTO CATEGORY: Interface, Interaction and User Experience Design
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PRODUCTION / REALIZATION TECHNOLOGY: The design was developed as web-based with multiple language options like English, German, Russian, French, etc.
Design Tools: Sketch, After Effects, Principle, Photoshop, Invision, Zeplin
Development tools: React.js, JavaScript, HTML5, CSS3, Java, Node.js
SPECIFICATIONS / TECHNICAL PROPERTIES: 1024px X 768px screens within an Automated-Teller-Machine device
TAGS: Banking, Personalized Experience, Smart Banking, Social Banking, Future-Proof Banking, Rewarding Banking
RESEARCH ABSTRACT: With a human-centric approach, through a future-proof and mobile-like experience, it is aimed to support a broad range of user types and serve their needs. To achieve this, it was not only benefited from a wide range of research methods but also used data and user behavior patterns to drive design decisions. Moreover, several user testing sessions like A/B testing, usability testing, and accessibility testing were conducted to validate the hypothesizes during the prototyping period.
CHALLENGE: While working away from the physical device and its environment, designing a digital experience within an actual environment is such a sophisticated challenge. Also, during the design process, another issue was ambiguous conditions of physical environments and their impact on users. The physical environments of Automated-Teller-Machines were visited to observe the routines of users and to understand better.
ADDED DATE: 2020-12-07 09:26:00
TEAM MEMBERS (8) : Dilara Gül, Gizem Öncü, Ayhan Arslan, Anıl Emmiler, Mete Eraydın, Itır Akel, Akbank Design and Development Team and R/GA London Team
IMAGE CREDITS: Image #1: Illustrator Akbank Design Studio, Akbank ATM, 2020.
Image #2: Illustrator Akbank Design Studio, Akbank ATM, 2020.
Image #3: Illustrator Akbank Design Studio, Akbank ATM, 2020.
Image #4: Illustrator Akbank Design Studio, Akbank ATM, 2020.
Image #5: Illustrator Akbank Design Studio, Akbank ATM, 2020.
Video Credits: Illustrator Akbank Design Studio, Akbank ATM, 2020
PATENTS/COPYRIGHTS: Copyrights belong to Akbank T.A.Ş, 2020.
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