Abstract
Sales and delivery process is one means to support customer's positive (user) experience, facilitating an efficient process proceeding and good customer-supplier relationship also after the process. We studied the role and content of boundary objects by investigating them within the concrete framework of sales and delivery process phases, each with objectives defined differently for the contributing parties of supplier and customer. The process phases as well as the objectives and boundary objects in each phase were identified by interviewing professionals performing conceptual or field work in a company selling machinery to process industry globally. Furthermore, boundary objects are scrutinised from the perspective of categorisation created in this study. As a result, the type of boundary objects which is expected to be designed the best was found to be the one requiring development the most as well.
| Original language | English |
|---|---|
| Title of host publication | ECCE '15 Proceedings of the European Conference on Cognitive Ergonomics 2015 |
| Publisher | Association for Computing Machinery ACM |
| ISBN (Print) | 978-1-4503-3612-3 |
| DOIs | |
| Publication status | Published - 2015 |
| MoE publication type | A4 Article in a conference publication |
| Event | 33rd European Conference on Cognitive Ergonomics, ECCE 2015 - Warsaw, Poland Duration: 1 Jul 2015 → 3 Jul 2015 Conference number: 33 |
Conference
| Conference | 33rd European Conference on Cognitive Ergonomics, ECCE 2015 |
|---|---|
| Abbreviated title | ECCE 2015 |
| Country | Poland |
| City | Warsaw |
| Period | 1/07/15 → 3/07/15 |
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Keywords
- boundary object
- touchpoint
- user experience
- sales
- delivery
Cite this
Liinasuo, M., & Aikala, M. (2015). Boundary Objects in Sales and Delivery Process. In ECCE '15 Proceedings of the European Conference on Cognitive Ergonomics 2015 [16] Association for Computing Machinery ACM. https://doi.org/10.1145/2788412.2788428