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| Criterion |  Business Strategy Balanced Scorecard |  UX Design Customer Journey Canvas |  UX Research HEART Framework |  UX Research Customer Journey Mapping |
|---|---|---|---|---|
Purposedifferent | Balanced Scorecard translates strategy into a few interconnected perspectives and metrics. It holds impact, steering, and learning together in daily work instead of narrowing strategy down to financial figures. | When a journey needs to be understood across several phases, it arranges experience, touchpoints, and opportunities into one picture. It makes gaps and friction along the user path clear. | Helps clarify observations, needs, and patterns in concrete terms. It groups observations into patterns, questions, and decisions. The result is captured as a HEART-GSM table and dashboard. | When a user journey falls apart across many touchpoints, customer journey mapping makes the experience visible as a coherent arc. Phases, emotions, and breaks become legible enough to prioritize critical moments deliberately. |
Complexitydifferent | High | Medium | Medium | Medium |
Timedifferent | Halber Tag bis mehrere Wochen | 1-3 h | 120 min initial, dann laufend | 2-4 h |
Participantsdifferent | 4-12 | 3-10 | 3-6 | 4-10 |
Formatdifferent | Workshop + async | Workshop | Workshop + async | Workshop |
Outputdifferent | Balanced Scorecard, Strategic Measures, Initiative Map | Customer Journey Canvas, Pain Points, Experience Opportunities | HEART-GSM Table, Dashboard | Journey Map, Pain-point List, Opportunity Backlog |
Tagsno overlap | StrategyMetricsExecution | JourneyCustomerService designCanvas | MetricsUX researchMeasurementSatisfaction | JourneyServiceService design |