Designing for communication at work: A case for technology-enhanced boundary objects

In this article we conceptualise the challenges of communication between a mortgage company and its customers in terms of crossing boundaries between communities. Through an ethnographic study we first address the question: what are the challenges of communication between sales agents and customers of a mortgage company around mathematical artefacts? Insight into these challenges formed the basis for an intervention in which we designed technology-enhanced boundary objects (TEBOs) that were reconfigurations of problematic symbolic artefacts. Secondly, we ask what the sales agents learned from the intervention. The data suggest that the intervention with the TEBOs helped employees to develop a better understanding of the mathematics behind the mortgages they sold, and to improve communication with their customers.

► Communication about mortgages between sales agents and customers sometimes fails.
► This is due to pseudo-mathematical views of symbolic artefacts shared between them.
► We reconfigured these artefacts as technology-enhanced boundary objects.
► Our intervention made underlying mathematics visible and enhanced communication.