Enacting the Last Mile: Experiences of Smart Contracts in Courier Deliveries

Smart contract systems could change the nature of last-mile delivery for the better through enhanced precision, coordination and accountability. However, technological complexity poses a challenge for end-users participating in the design process, making it hard to explore their experiences and incorporate their perspectives. We describe a case study where technological prototypes create smart contract experiences for professional couriers and receptionists, allowing them to speculate about emerging possibilities, whilst remaining grounded in their current practices. Participants enacted a series of deliveries, choreographed by smart contracts, and their responses were explored in post-experience, one-to-one interviews. Working with professionals to explore the potential impact of smart contract technologies, revealed the systemic webs of value underlying their existing work practices. This has implications for design of such technologies, in which increased automation, efficiency and accountability must be delicately balanced with the benefits of sustaining personal values, relationships and agency.