Designers
Gokhan Egri, Selim Barokas, Abdullah Bakmaz, Meray Yildiz, Zeynep Tutcu, Ipek Gurbuzsel Akcan, Efe Karasahin, Kivilcim Altun Uca, Demet Kurt
Year
2026
Category
Product
Country
Turkey
Design Studio / Department
Akbank Digital Design & Innovation
Three questions to the project team
What was the particular challenge of the project from a UX point of view?
The core UX challenge was changing how people perceive digital banking security. Security is often seen as something that interrupts, slows down, or restricts users. We wanted to transform it into an experience that supports, informs, and empowers them. At the same time, Security Center had to serve a highly diverse customer base spanning different age groups, digital habits, and levels of technological familiarity. The challenge was to make complex security concepts visible, understandable, and actionable without creating anxiety or additional friction. Our goal was to turn security from a source of stress into a manageable and confidence-building experience.
What was your personal highlight in the development process? Was there an aha!-moment, was there a low point?
Our biggest “aha!” moment came during user research. We discovered that many customers were unaware of security capabilities that had already been available to them. The issue was not a lack of protection, but a lack of visibility and discoverability. That insight fundamentally changed our perspective: alongside introducing new security capabilities, we needed to make security easier to understand, access, and manage. The most challenging moments came when balancing simplicity with the complexity of banking security, but seeing users confidently navigate the experience validated the direction we had chosen.
Where do you see yourself and the project in the next five years?
In five years, we see Security Center evolving from a collection of security tools into a trusted companion for digital banking. As fraud risks become more sophisticated, users will increasingly expect proactive guidance rather than reactive support. We envision an experience that helps customers understand risks, make informed decisions, and feel confident in every interaction. More broadly, we hope it will contribute to making digital banking feel safer and more approachable, even for people who are still hesitant to fully embrace digital financial services.
