Appendix D


Chapter 1: Introduction to User Experience

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Burns M, Manning H, Petersen J. The business impact of customer experience, 2012. Business case: The experience-driven organization playbook. Cambridge, MA: Forrester; 2012.

Farrell S, Nielsen J. User experience career advice: How to learn UX and get a job. 2014. Retrieved from

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

Gould JD, Lewis C. ...

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