Omnichannel Experience and Redesign of Avy's Platform
Case
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2024
Avy is the leading housing platform in the Nordics, simplifying everyday life for nearly 400,000 households by digitizing the entire housing journey from move-in to move-out. Through both a mobile app and a web platform, Avy creates value for property companies and residents by centralizing essential housing services in one place. Together with one other Product designer, I was tasked with redesigning Avy's entire app while also creating a web version of the service. The goal was to craft a seamless omnichannel experience that worked equally well on mobile and web.
UI Design
Apps
UX Design & Research
When the project started, Avy’s platform was limited to a mobile app, which created a need for a web app that could deliver the same functionality and seamless experience. Since the platform is sold to different property companies, each with unique branding, content, and feature requirements, the challenge was to create a modular design that could adapt without compromising usability. Additionally, the new platform was being built in Flutter, a framework with both opportunities and constraints in terms of design and interaction. Beyond these technical challenges, key user flows such as rent payments, community interactions, laundry room booking, and third-party services required significant improvements to enhance the overall user experience.
To address these challenges, we adopted an iterative design approach. By conducting interviews with customer support teams, stakeholders, and clients, as well as analyzing feedback, we gained valuable insights into user needs and pain points. From there, we developed high-fidelity prototypes in Figma, ensuring that our designs were optimized for both mobile and web environments. Creating a flexible design system was a crucial step in making the platform customizable while maintaining consistency and scalability. This system allowed property companies to personalize colors, icons, and content without affecting the overall structure of the platform. We also focused on building a solid omnichannel strategy by ensuring consistency across mobile and web apps, aligning the information architecture and UI components for a smooth user experience.
One of the key solutions we implemented was a Bento-grid layout for the home screen, which provided a dynamic and visually structured way to accommodate varying amounts of content. To further enhance flexibility, we introduced greater configurability, allowing property companies to adjust colors, icons, images, and even the order of navigation items. Additionally, we optimized critical user flows, improving the efficiency and intuitiveness of payments, laundry room booking, community interactions, and digital support for the moving in and out processes. By creating a seamless experience across mobile and web, we enabled users to transition smoothly between devices, reinforcing the platform’s accessibility and usability. The final result was a modern, scalable, and highly adaptable platform that not only improved the user experience but also empowered Avy to offer a more customizable and valuable service to its clients. Through thoughtful design and a strong omnichannel approach, we successfully delivered a solution that meets the diverse needs of both property companies and residents.
Petter Arvidsson
COO/CPO at Avy
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