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| Criterion |  UX Design Customer Journey Canvas |  Operations Fishbone Diagram |  UX Research Customer Journey Mapping |  Operations Kepner-Tregoe |
|---|---|---|---|---|
Purposedifferent | 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 problem has several possible contributing factors, the method sorts causes by cause areas. It prevents an initial hunch from blocking the view of other plausible drivers. | 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 disturbance that's hard to pin down, the method cleanly separates problem, cause, and decision. It reduces mixing when symptoms allow several interpretations. |
Complexitydifferent | Medium | Low | Medium | High |
Timedifferent | 1-3 h | 30-60 min | 2-4 h | 2-8 h |
Participantsdifferent | 3-10 | 2-8 | 4-10 | 2-8 |
Formatdifferent | Workshop | Workshop | Workshop | Workshop + async |
Outputdifferent | Customer Journey Canvas, Pain Points, Experience Opportunities | Fishbone Diagram, Cause Categories, Investigation Backlog | Journey Map, Pain-point List, Opportunity Backlog | Problem Analysis, Decision Analysis, Risk Plan |
Tagsno overlap | JourneyCustomerService designCanvas | Root causeQualityOperations | JourneyServiceService design | Problem solvingRoot causeDecisionOperations |