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| Criterion |  Business Strategy Balanced Scorecard |  UX Research Customer Journey Mapping |  Product Strategy Counter Metrics |  UX Research HEART Framework |
|---|---|---|---|---|
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. | When a headline metric could mask side effects, it adds guardrail signals against unwanted outcomes. It connects customer value, product logic, and decision priorities. The result is captured as a counter-metric list and guardrail definitions. | 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. |
Complexitydifferent | High | Medium | Low | Medium |
Timedifferent | Halber Tag bis mehrere Wochen | 2-4 h | 30-60 min | 120 min initial, dann laufend |
Participantsdifferent | 4-12 | 4-10 | 2-6 | 3-6 |
Formatdifferent | Workshop + async | Workshop | Workshop + async | Workshop + async |
Outputdifferent | Balanced Scorecard, Strategic Measures, Initiative Map | Journey Map, Pain-point List, Opportunity Backlog | Counter Metric List, Guardrail Definitions | HEART-GSM Table, Dashboard |
Tagsno overlap | StrategyMetricsExecution | JourneyServiceService design | MetricsMeasurementStrategyExperiments | MetricsUX researchMeasurementSatisfaction |