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.
Articles
Developed thinking.
Built from the field.
Posts can start the thought. Articles are where the evidence, competing explanations and useful implications get worked through.
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.