N Kolay and Kroppa are redefining experience design through the use of neuromarketing and artificial intelligence

N Kolay, the digital bank of Aktif Bank, which carries out business as the most comprehensive financial technologies ecosystem in Türkiye, has partnered with Kroppa, the digital agency, to conduct innovative UX research aimed at enhancing user experience. As part of this project, aimed at further perfecting the experience offered to its customers, N Kolay used neuromarketing techniques that go beyond traditional research methods, and conducted artificial intelligence-supported analyses to gain deeper insights.

 

Building on its ongoing improvements in customer experience, N Kolay has recently added a new one to its projects aimed at excellence. As part of the collaboration with Kroppa, the digital agency, a research project incorporating neuromarketing and artificial intelligence-supported analyses was conducted to strengthen the customer-oriented approach for the new user experience to be offered to N Kolay’s customers.

During the user experience focus group tests for the N Kolay mobile application, the EGG data of participants who chose to take part in the study were analyzed using BCI (Brain-Computer Interface) technology. To gain a deeper understanding of customers' needs, expectations, and emotional states, the results were synthesized using an AI model. The derived analysis provided significant insights into making experiences personalized and smooth. In light of the insights gained from the project and feedback from customers, N Kolay is gradually retooling the user experience of the application.

Numanoglu: "We are Shaping our Experience Strategies by Keeping up with our Customers"

Gamze Numanoglu, Chief Customer Experience and Communications Officer at Aktif Bank, stated that this collaboration demonstrates the innovative approach of both Aktif Bank and Kroppa in the industry. Numanoglu said, 'At Aktif Bank, we continuously analyze the feedback we receive from our customers in the field of customer experience and create solutions tailored to their needs. Thanks to the strategies we've developed, we aim to exceed our users' expectations and prioritize our customer-oriented approach in all areas. Emphasizing that the key strength behind this collaboration lies not only in listening to customers but also in truly understanding them, Numanoglu added, 'With the neuromarketing and artificial intelligence-supported research we've been conducting with Kroppa, we aim to provide our customers with a smooth experience at every touchpoint, thereby maximizing their satisfaction. We are running toward our goal of excellence in experience by early adaptation to such innovative efforts.”