Stages and levels in human-machine interaction. Norman, D A International Journal on Man-Machine Studies, 21:365–375, 1984. Series Number: 4
bibtex   
@article{Norman:84,
	title = {Stages and levels in human-machine interaction},
	volume = {21},
	journal = {International Journal on Man-Machine Studies},
	author = {Norman, D A},
	year = {1984},
	note = {Series Number: 4},
	pages = {365--375},
}

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