TELECOMMUNICATION SECTOR / TURKEY
Insights
Design digital services focusing on human needs, not devices.
Consumers are increasingly living more digital lifestyles, turning to an array of mobile and non-mobile devices for entertainment, video, phone, financial services, payments, shopping and even virtual healthcare. The best designed digital services and applications, regardless of channel or device, are highly customer-centric. These services and apps offer experiences that not only delight the customer but also are easy to use, highly personalized and engender trust. Despite the technical functionalities of apps and services, they are engineered listening to the heart of the users, creating more rewarding and ultimately more human relationships between the customer and the provider. They’re designed for the people who use them, not for the devices themselves.
Consumers are increasingly living more digital lifestyles, turning to an array of mobile and non-mobile devices for entertainment, video, phone, financial services, payments, shopping and even virtual healthcare. The best designed digital services and applications, regardless of channel or device, are highly customer-centric. These services and apps offer experiences that not only delight the customer but also are easy to use, highly personalized and engender trust. Despite the technical functionalities of apps and services, they are engineered listening to the heart of the users, creating more rewarding and ultimately more human relationships between the customer and the provider. They’re designed for the people who use them, not for the devices themselves.
Revolutionizing Finance: The Pivotal Transformation of HALBANK's Core Banking Platform
BANKING SECTOR / TURKEY
Established in 1938, HALKBANK holds a prominent position in the Turkish banking sector as one of its largest and most influential institutions. For over 85 years, HALKBANK has stood as an enduring brand, consistently growing and evolving while establishing itself as a trailblazer in Turkey's progress.
As we moved into 2020, HALKBANK expanded its reach beyond domestic borders, boasting a global presence with 872 branches in Turkey, five international branches, and an overseas representative office. In addition, the bank operates a vast network of 2,961 ATMs, providing a multitude of channels for its customers through telephone and internet banking platforms and mobile banking applications. HALKBANK's commitment to innovation is evident in its suite of products and services designed to provide an unparalleled banking experience for its customers.
Insights
The endeavor to implement a new core system represents one of the most complex and demanding challenges a bank can face.
Idea
Envisioning Business Transformation: The Ultimate Aim of Design.
Impact
Unleashing the full Potential: The Transformative Impact of Outcome-Driven Design.
Halkbank, in its quest to streamline operations and elevate service standards for its retail and business clientele, acknowledged the daunting task of overhauling its core system. This undertaking demands audacious decision-making coupled with meticulous program implementation to realize enduring business and technology transformation.
However, a core system transformation alone may not secure the groundbreaking advancements required for proficient operation and a competitive edge.
Crafting a new user experience driven by a human-centric approach is an essential complement to this. This forms the foundation for creating platforms that serve banking operators and end customers and facilitate operational efficiencies. A holistic transformation combining back-end system improvements and front-end user experience enhancements is the path toward true industry leadership.
Our partnership with Halkbank revolves around revamping business processes and enhancing the user experience for their core banking platforms. In this pursuit, we formulated a Design Language System - a structured set of guidelines and rules to foster consistency across Halkbank's digital platform ecosystem.
Our holistic approach to this transformation necessitated a multi-disciplinary team. This collective comprised experts in experience design, user interface development, architectural design, agile software development, banking front-end framework creation, banking module development, and functional and system integration testing. This diverse team applied agile methodologies coupled with Enterprise Design Thinking. Such a fusion ensured stakeholder alignment and guaranteed a seamless, direct link between technology and business outcomes, all accomplished through thoughtful design.
Banking platforms under our design purview are now user-centric, meticulously crafted after an in-depth understanding of the needs of users and customers for efficiency, rapidity, and personalization. Our design objective was to distill complexity, thereby facilitating the consolidation and standardization of user interfaces.
Leveraging an agile approach, and with IBM iX as a dependable ally, we are assisting Halkbank in manifesting banking innovation. Consequently, Halkbank is now empowered to streamline internal operations, foster efficiencies, and cultivate superior services for its customers.
IBM iX continues to refine other aspects of the core banking platform to enhance the user experience, simultaneously engaging in new opportunities centered on the redesign of customer channel strategies (for instance, branch transformation, and online banking).
