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| Criterion |  Business Strategy Balanced Scorecard |  UX Design Customer Journey Canvas |  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. | 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 |
Timedifferent | Halber Tag bis mehrere Wochen | 1-3 h | 2-4 h |
Participantsdifferent | 4-12 | 3-10 | 4-10 |
Formatdifferent | Workshop + async | Workshop | Workshop |
Outputdifferent | Balanced Scorecard, Strategic Measures, Initiative Map | Customer Journey Canvas, Pain Points, Experience Opportunities | Journey Map, Pain-point List, Opportunity Backlog |
Tagsno overlap | StrategyMetricsExecution | JourneyCustomerService designCanvas | JourneyServiceService design |
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