Deliveries
How items arrive at, are held within, and are retrieved from the building — and how items leave. Covers inbound packages, perishable and temperature-sensitive goods, and outbound items including returns and scheduled pickups — as experienced by the resident through the building's digital interface.
An item, for the purposes of this domain, is any physical object received into the building's custody on behalf of a resident. Items deposited directly into a resident's personal mailbox by a postal carrier — without passing through the building's receiving system — are outside this scope.
A delivery is a small moment with outsized emotional weight. Every item the building receives is a promise made on the resident's behalf — and the chain from receipt to retrieval is where that promise is kept or broken.
The expectations
Each expectation page defines what the building does, what is required and what is recommended, how it looks in practice, how it fails, and how to test it.
| Quality | Expectation |
|---|---|
| Reliability | Unbroken Chain of Custody — The building shall maintain an unbroken chain of custody for every item received on behalf of a resident — from the point of receipt through storage to retrieval or documented disposition. |
| Clarity | Every Arrival, Announced — The building shall notify the resident of every delivery event — arrival, status change, and pending disposition — through the resident's primary interface, at the point of relevance. |
| Control | Retrieve, Delegate, Return — The resident shall be able to view, manage, and direct the handling of their deliveries through a single primary interface — including retrieval, delegation, and outbound items — without requiring staff assistance for routine operations. |
| Harmony | One Record, Every Package — The building shall maintain a single, unified delivery record for each resident regardless of how many carriers, receiving methods, or storage systems are involved — so the resident is never required to check multiple systems to account for their deliveries. |
| Grace | Collect and Go — Retrieval of a delivered item shall require minimal effort and impose no unnecessary friction — the resident proceeds to the location, authenticates, and leaves with the item. |
| Care | No Resident Excluded, No Item Degraded — The building shall ensure that the delivery system accommodates the full range of resident capabilities and item requirements — so that no resident is excluded from retrieval and no item is degraded by inadequate handling. |