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| Criterion |  UX Design Customer Journey Canvas |  Business Strategy GAP Analysis |
|---|---|---|
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. | GAP Analysis compares the current state with a target picture and makes the distance manageable. It becomes useful when, ahead of new initiatives, it must become clear which capabilities, processes, or resources are missing. |
Complexitysame | Medium | Medium |
Timesame | 1-3 h | 1-3 h |
Participantsdifferent | 3-10 | 2-8 |
Formatdifferent | Workshop | Workshop + async |
Outputdifferent | Customer Journey Canvas, Pain Points, Experience Opportunities | Gap Matrix, Action Plan, Risk Notes |
Tagsno overlap | JourneyCustomerService designCanvas | StrategyAnalysisPlanning |
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