CONYERS, B.; FLYNN, B.; HYDE, J. Journey Maps and Customer Hacks: Redesigning Services at the State Library Victoria. Synergy, [S. l.], v. 13, n. 1, 2015. Disponível em: https://slav.vic.edu.au/index.php/Synergy/article/view/V131156. Acesso em: 4 feb. 2023.