The Usability Problem Taxonomy: A Framework for Classification and Analysis. - Susan L. Keenan; H. Rex Hartson; Dennis G. Kafura; Robert S. Schulman (Empir. Softw. Eng., 1999)

Meeting the challenge of measuring return on investment for user centered development. - Thomas M. Graefe; Susan L. Keenan; Karen C. Bowen (CHI Extended Abstracts, 2003)

CSDQ: A User-Centered Approach to Improving the Quality of Customer Support Data. - Susan L. Keenan; Terri Simmons (ICIQ, 2005)