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| Criterion |  Business Strategy Balanced Scorecard |  UX Research Customer Journey Mapping |  Operations 5 Whys |
|---|---|---|---|
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 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. | For a single, hard-to-explain deviation, the method exposes the causal chain behind the visible symptom. It keeps the cause open until a controllable condition emerges instead of a mere description. |
Complexitydifferent | High | Medium | Low |
Timedifferent | Halber Tag bis mehrere Wochen | 2-4 h | 15-30 min |
Participantsdifferent | 4-12 | 4-10 | 2-6 |
Formatdifferent | Workshop + async | Workshop | Workshop |
Outputdifferent | Balanced Scorecard, Strategic Measures, Initiative Map | Journey Map, Pain-point List, Opportunity Backlog | Root cause notes, Countermeasures |
Tagsno overlap | StrategyMetricsExecution | JourneyServiceService design | Root causeIncidentLeanProblem solving |
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