Boundary Objects in Sales and Delivery Process

Marja Liinasuo, Maiju Aikala

    Research output: Chapter in Book/Report/Conference proceedingConference article in proceedingsScientificpeer-review


    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 languageEnglish
    Title of host publicationECCE '15 Proceedings of the European Conference on Cognitive Ergonomics 2015
    PublisherAssociation for Computing Machinery ACM
    ISBN (Print)978-1-4503-3612-3
    Publication statusPublished - 2015
    MoE publication typeA4 Article in a conference publication
    Event33rd European Conference on Cognitive Ergonomics, ECCE 2015 - Warsaw, Poland
    Duration: 1 Jul 20153 Jul 2015
    Conference number: 33


    Conference33rd European Conference on Cognitive Ergonomics, ECCE 2015
    Abbreviated titleECCE 2015


    • boundary object
    • touchpoint
    • user experience
    • sales
    • delivery


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