The Power of Boundary Objects in Team Communication

The hardest part of user research isn’t the fieldwork, or even the analysis. The hardest part is the translation — figuring out a way to help others see what the data means. Back in my consulting days, I vividly remember a time when, standing in front of our client, we weren’t translating. We were losing them.

Our small research team interviewed dozens of people across the real estate industry: owners, architects, engineers, contractors, big firms, small shops. We’d synthesized transcript data, teased out themes, and pulled quotes to bring the information to life. While the findings and implications were clear to us, the room went flat as we presented. People nodded politely, but the clarity we hoped to spark didn't come.

Back in our office, my research partner and I sat staring at our slides. We knew we had the right insights, we just didn't have the right way to land them. We needed to try again to make the implications undeniable.

In a moment of joking frustration, I said, “We're consultants! What would a consultant do right now? I know! Create a 2x2 matrix!” We laughed, but then... we paused. That was it! That was exactly what was missing. We needed a frame to help people see the problem in a new way.

An hour later, we had it: a simple model of the relationship dynamics behind real estate contract behavior. One slide. One boundary object. Suddenly, everything snapped into place. We could show the different market segments, explain how each needed to be served, and point to the strategy forward.

Back in the boardroom, when we presented the model to our client, their eyes lit with understanding. The room filled with excitement and the sound of people sharing ideas, talking animatedly over one another. One single visual helped them see a new way forward.

That’s the power of boundary objects. They take a wealth of data and insights and reduce it, like a fine sauce, into something rich and concentrated. Sometimes it’s a 2x2 matrix. Sometimes it’s a concept model, a process flow, or a data visualization. The form doesn’t matter. What matters is that they bridge perspectives, helping teams align on what’s meaningful.

Anyone can create a boundary object. You don’t need special permission. They’re especially worth investing in when you see your team circling the same debate, struggling to align, or getting stuck in the fog.

Of course, I’ll admit UXers tend to have an edge here. Years of synthesizing, sketching, and diagramming mean we’re pretty good at turning data spaghetti into compelling visuals. (It’s kind of our party trick.)

UX can do so much more than just churn out wireframes. We're at our best when we create artifacts that strip away unnecesary details to provide clarity. When everyone can finally see the problem the same way, aligment just... happens. It isn't forced. And that's when the real momentum begins.