PostNord

Logistics
Sep 2025 – Feb 2026 · consultant

Senior Concept / Service Designer

Sep 2025 – Feb 2026 · consultant

Led UX discovery and service design for a future parcel-sending experience, exploring how customer needs could be met through new service concepts and operational capabilities.

Mapped customer journeys and the wider service ecosystem, developed and tested concepts with users, and evaluated alternatives against technical readiness, operational feasibility, scalability and cost.

The work gave product, technology and operations a clearer strategic direction and an evidence-based foundation for future development decisions.

The case

Service Design · PostNord Sending parcels without a label: towards a scalable logistics flow I explored how AI and changed logistics flows could make label-free parcels scalable in PostNord’s parcel lockers. Through research, flow mapping, technical validation and concept development, I produced two future solution alternatives and a basis for decision on continued development. The problemThe design challengeKey design decisionsMy contributionHow I took on the challengeThe result See case study

“Through this discovery initiative, Mikaela truly helped us reach decisions on future investments. We wanted to explore whether AI could improve both the user experience and the cost of handling parcels from parcel lockers, end to end.”

Christian Mejlvang · Head of Technology Acceleration at PostNord

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