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Is Design the Preeminent Protagonist in User Experience?

Ubiquity, Volume 2009 Issue May | BY Phillip Tobias , Daniel S. Spiegel 


Full citation in the ACM Digital Library  | PDF

We are gradually learning that "user experience" is a critical factor in customer satisfaction and loyalty. A positive experience means a happy customer who returns again. Designers of software systems and web services have been digging deeply into how they might generate a positive user experience. They are moving beyond anecdotes about excellent examples of user experiences and are developing design principles. Phillip Tobias gives us a fascinating account of the emerging design principles that will generate satisfied and loyal users.

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