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Personas como modelo de usuários de serviços de governo ele..:

, In: Proceedings of the 2005 Latin American conference on Human-computer interaction,
Filgueiras, Lucia ; Aquino Jr., Plinio ; Sakai, Rodrigo... - p. 319-324 , 2005
Link: https://dl.acm.org/doi/10.1145/1111360.1111395