Appendix D

References

Chapter 1: Introduction to User Experience

Bias RG, Mayhew DJ. Cost-justifying usability: An update for the Internet age. 2nd ed. San Francisco, CA: Morgan Kaufmann Publishers; 2005.

Burns M, Manning H, Petersen J. The business impact of customer experience, 2012. Business case: The experience-driven organization playbook. Cambridge, MA: Forrester; 2012. http://www.forrester.com/The+Business+Impact+Of+Customer+Experience+2012/fulltext/-/E-RES61251.

Farrell S, Nielsen J. User experience career advice: How to learn UX and get a job. 2014. Retrieved from http://www.nngroup.com/reports/user-experience-careers/.

Forrester’s North American Technographics Customer Experience Online Survey, Q4. 2011 (US).

Gould JD, Lewis C. ...

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