From pilot to national rollout: How Another Tomorrow helped PostNord achieve 99.6% delivery precision and rebuild customer loyalty.
Restoring Trust, One Parcel at a Time
The Challenge
In 2018, Sweden’s largest logistics operator, PostNord, faced a critical moment: delivery errors were rising, customer satisfaction was falling, and brand trust was at risk.
Missed deliveries were hurting customers’ experience.
Brand perception was slipping to all time lows.
Revenue streams were under threat.
Our mission? Work alongside their teams to find real-world solutions – and prove that fast, meaningful change was possible, even in one of the country’s largest distribution networks.
To turn the tide, they needed a cultural and operational shift that started on the ground, inside their terminals.
At a glance…
The Task at Hand
The assignment was clear: Increase delivery quality, rebuild customer confidence, and deliver proof that could scale across Sweden.
We were given full rein to prototype, pilot, and iterate – working hand-in-hand with PostNord’s people on both terminal floors and in board rooms; not just designing for them from a distance.
How We Worked
Rather than starting with big tech implementations or lengthy workshops, we embedded ourselves directly in the terminals. We listened, observed, and diagnosed the true friction points drivers and staff faced daily.
Through rapid prototyping, live installations, and constant feedback loops, we created solutions that worked for — and with — the people on the floor.
Instead of pushing change top-down, we built a pull-effect: front-line teams became advocates for the new ways of working.
“Another Tomorrow is an amazing partner for exploration, as their prototype-driven approach focuses on the core needs of the target user, and redesigns KPIs to achieve maximum impact for them.”
— Peter Hesslin, then Head of eCommerce and acting Head of Customer Experience, PostNord
Key Actions
Diagnosed real issues through interviews, shadowing, and participatory observation.
Prototyped and tested solutions within days, inside live terminal environments.
Visualized critical KPIs in real-time, helping drivers and supervisors take immediate action.
Installed hardware and software directly on site, side-by-side with terminal teams.
Engaged leadership through collaborative Design Sprints to ensure full organizational alignment.
The Results
After just two months, the impact was unmistakable:
Daily delivery precision jumped from 73% to 99%
Missed deliveries dropped by 21%
Positive customer feedback rose, outperforming national averages
Delayed package rates decreased
Driver collaboration improved
Employee turnover dropped
And after a full national rollout, we helped PostNord achieve one million fewer undelivered parcels.
“Together with Another Tomorrow, we’ve helped decrease the number of undelivered parcels by one million — directly benefiting our customers, our internal culture, and public trust in PostNord as a brand.”
What Could You Solve If You Started Prototyping Tomorrow?
The PostNord results show what’s possible when you stop theorising and start testing – fast, on the ground, with the people who matter most. This isn’t just a logistics story. It’s a way to solve real problems and make change stick in any complex organisation.
Looking to move faster on complex challenges?