The Process Broke Here
The Process Broke Here: start with the handoff
Before blaming the person at the end of a process, it is worth asking what information, incentive or constraint they inherited from the step before.
BEN ON DELIVERY
THE POINT WHERE
THE SYSTEM
MEETS REALITY.
Real-world observations on parcel delivery, apartment operations, systems, behaviour, process and practical technology.
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the last inch
The Last Inch is a handoff, not a distance
The useful question is often not whether the system works, but what happens at the final interaction with an actual person and place.
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What I’m looking at.
Field Note
The easiest path usually wins
A short field note on why process design has to compete with the workaround available in front of the user.
The Process Broke Here
A useful question: what would change my mind?
If I cannot describe the evidence that would disprove my explanation, I may be defending a story rather than testing a hypothesis.
The Last Inch
Where a sound system meets actual use.
The Last Inch
The Last Inch is a handoff, not a distance
The useful question is often not whether the system works, but what happens at the final interaction with an actual person and place.
The Process Broke Here
Find the point that actually changed the outcome.
The Process Broke Here
The Process Broke Here: start with the handoff
Before blaming the person at the end of a process, it is worth asking what information, incentive or constraint they inherited from the step before.
The Process Broke Here
A useful question: what would change my mind?
If I cannot describe the evidence that would disprove my explanation, I may be defending a story rather than testing a hypothesis.
Field Notes
Short observations from the field.
Field Note
The easiest path usually wins
A short field note on why process design has to compete with the workaround available in front of the user.
The Process Broke Here
A useful question: what would change my mind?
If I cannot describe the evidence that would disprove my explanation, I may be defending a story rather than testing a hypothesis.
About Ben
I’m interested in what actually happens.
I’m an operator who spends a lot of time looking at the handoffs between people, processes, technology and physical environments. BEN ON DELIVERY is where I work through what I’m seeing and what it might mean.
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