Gold Interface, Interaction and User Experience Design · 2021
Call Center Communication Platform
by Akbank Design Studio and Service Design
- A' Design Award 2021 Gold Winner in Interface, Interaction and User Experience Design
- Awarded April 15, 2021
- CLIENT: Akbank
- Estimated Number of Design Views: 1,502,560
- Verification code 8CBA38ECD7 · Verify this award
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.
Within the evolving landscape of enterprise software design, Akbank Design Studio's Call Center Communication Platform represents a thoughtful synthesis of functional efficiency and human-centered warmth that characterizes the most successful contemporary interface solutions. The design team appears to have recognized that customer service technologies, despite their technical complexity, ultimately serve human connection, and this understanding manifests throughout the visual strategy. The deliberate restriction to a warm red, white, and gray palette creates immediate brand recognition while maintaining the visual clarity essential for high-volume professional use. The compositional decision to overlay a welcoming login experience featuring an approachable human figure upon the functional dashboard demonstrates sophisticated understanding of user psychology, suggesting that even complex enterprise systems can feel inviting rather than intimidating. Technical accomplishment is evident in the careful information architecture, where card-based content organization, clear typographic hierarchies, and strategic color coding enable rapid comprehension of customer data, offer eligibility, and interaction history. The chat interface positioned at the composition's edge hints at the platform's multichannel capabilities, suggesting seamless integration of various communication modalities. The photographic element introduces particular warmth through its subject's genuine expression and relaxed posture, dressed in the vibrant red that echoes the interface's accent color, creating visual continuity between human and digital elements. This integration of photography within interface presentation follows established conventions of enterprise software marketing while elevating the approach through careful attention to pose, expression, and chromatic harmony. The overall effect invites consideration of how contemporary digital tools might serve not merely as functional instruments but as bridges connecting service professionals with the individuals they assist, transforming potentially impersonal technological interactions into opportunities for genuine human engagement and care.
Press Kit
- 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. - Dimensions & Packaging
- Responsive design, holistic design approach to corporate identity
- Tags
- Contact Center, Customer Communication, Customer Experience, Services Design, Digital Transformation, Responsive Design, User Experience, User Interface, Interaction Design, Digital Interaction
- Production 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
- Design 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.
- Project Duration
- 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.
- Operation Flow
- 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
- 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.
- 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
- Image Credits
- Image #1: Illustrator Akbank Design Studio, 2020. Photo Akbank Design Studio, 2021.
Image #2: Illustrator Akbank Design Studio, 2020.
Image #3: Illustrator Akbank Design Studio, 2020.
Image #4: Illustrator Akbank Design Studio, 2020.
Image #5: Illustrator Akbank Design Studio, 2020.
Video Credits: Illustrator Akbank Design Studio, 2020. - Patents
- Copyrights belong to Akbank T.A.Ş, 2020