<?xml version="1.0" encoding="UTF-8"?><rss version="2.0"><channel><title>BEN ON DELIVERY</title><link>https://benondelivery.com/</link><description>The point where the system meets reality.</description><item><title><![CDATA[The Last Inch is a handoff, not a distance]]></title><link>https://benondelivery.com/articles/the-last-inch-is-a-handoff</link><guid>https://benondelivery.com/articles/the-last-inch-is-a-handoff</guid><pubDate>Fri, 28 Aug 2026 00:00:00 GMT</pubDate><description><![CDATA[The useful question is often not whether the system works, but what happens at the final interaction with an actual person and place.]]></description></item><item><title><![CDATA[The Process Broke Here: start with the handoff]]></title><link>https://benondelivery.com/articles/process-broke-at-the-handoff</link><guid>https://benondelivery.com/articles/process-broke-at-the-handoff</guid><pubDate>Thu, 27 Aug 2026 00:00:00 GMT</pubDate><description><![CDATA[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.]]></description></item><item><title><![CDATA[The easiest path usually wins]]></title><link>https://benondelivery.com/field-notes/the-easiest-path-usually-wins</link><guid>https://benondelivery.com/field-notes/the-easiest-path-usually-wins</guid><pubDate>Wed, 26 Aug 2026 00:00:00 GMT</pubDate><description><![CDATA[A short field note on why process design has to compete with the workaround available in front of the user.]]></description></item><item><title><![CDATA[A useful question: what would change my mind?]]></title><link>https://benondelivery.com/field-notes/what-would-change-my-mind</link><guid>https://benondelivery.com/field-notes/what-would-change-my-mind</guid><pubDate>Tue, 25 Aug 2026 00:00:00 GMT</pubDate><description><![CDATA[If I cannot describe the evidence that would disprove my explanation, I may be defending a story rather than testing a hypothesis.]]></description></item></channel></rss>