Delivery options have become very diverse with online shoppers demanding faster delivery options (e.g, 2-day delivery, same day delivery options) and more personalized services. For this reason, transportation planners, retailers, and delivery companies are seeking ways to better understand how best to deliver goods and services in urban areas while minimizing disruption to traffic, parking, and building operations. This includes understanding vertical and horizontal goods movements within urban areas.

The goal of this project is to capture the delivery processes within urban buildings in order to minimize these disruptions. This is achieved using a systems approach to understanding the flow of activities and workers as they deliver goods within urban buildings. A mobile application was designed to collect the start and stop times for each task within the delivery process for 31 carriers as they deliver goods within a 62-story office building.

The process flow map helped identify bottlenecks and areas for improvements in the final segment of the delivery operations: the final 50 feet. It also highlighted consistent tasks conducted by all carriers as well as differences with given carrier type. This information is useful to help decision-makers plan appropriately for the design of future cities that encompass a variety of delivery processes.