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Boosting innovation in digital banking

Ethnogram Ethnographic Research and Service Design

With over fifteen million customers, Akbank is one of the top three banks in Turkey. Omnichannel banking solutions give extra importance to digital experiences for the customers, to give them an easy way to control their finances.
But Akbank did not want to stop there. They wanted to delight their customers with more services, so they asked us to guide their teams through our research methods and how to get into the mind of a customer.


Six Weeks of Training

After analyzing their own processes, we came up with a Six Week ‘Design Thinking’ Program that was built exclusively for them. It was a training course that taught their teams how to research and study consumer behavior so that they could create services that their customers would love. To ensure they were prepared, we even walked alongside them for their first field research to make sure they were ready.


Make Your Own Persona

Following their first field research, Akbank designed their first persona cards using Ethnogram’s Persona Creator.
These cards allowed them to analyze the various customer journeys and develop new ideas to solve the problems their customers were experiencing.
For the final step, we introduced Akbank to our Lean Canvas method. This method allowed them to communicate their new service and business ideas to the rest of the company in a professional and inspiring way.