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| Criterion |  UX Research Empathy Mapping |  UX Design Customer Journey Canvas |  Operations 8D Problem Solving |  UX Research Customer Journey Mapping |
|---|---|---|---|---|
Purposedifferent | When a lot is assumed about a target group but little is seen jointly, empathy mapping makes knowledge and gaps directly comparable. The picture also shows which assumptions hold up and where evidence is missing. | 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. | For an acute quality or delivery problem, the method structures immediate protection and root cause work together. It keeps the situation stable while the actual cause is investigated cleanly. | 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 | Low | Medium | High | Medium |
Timedifferent | 30–60 min | 1-3 h | 1-6 Wochen | 2-4 h |
Participantsdifferent | 4-8 | 3-10 | 4-10 | 4-10 |
Formatdifferent | Workshop | Workshop | Workshop + async | Workshop |
Outputdifferent | Empathy Map, Assumptions List, Research Gaps | Customer Journey Canvas, Pain Points, Experience Opportunities | 8D Report, Containment Plan, Root Cause Evidence, Corrective Action Plan | Journey Map, Pain-point List, Opportunity Backlog |
Tagsno overlap | SynthesisQualitativeWorkshop | JourneyCustomerService designCanvas | QualityProblem solvingRoot cause | JourneyServiceService design |