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| Criterion |  Facilitation Expectation Mapping |  UX Design Customer Journey Canvas |  UX Research Customer Journey Mapping |
|---|---|---|---|
Purposedifferent | When roles, interfaces, or projects fail because of differing expectations, Expectation Mapping surfaces these differences. It shows what each side takes for granted and where the pictures diverge. | 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 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 | Medium |
Timedifferent | 45-90 min | 1-3 h | 2-4 h |
Participantsdifferent | 3-12 | 3-10 | 4-10 |
Formatsame | Workshop | Workshop | Workshop |
Outputdifferent | Expectation Map, Alignment Notes, Agreements | Customer Journey Canvas, Pain Points, Experience Opportunities | Journey Map, Pain-point List, Opportunity Backlog |
Tagsno overlap | AlignmentStakeholdersTeam | JourneyCustomerService designCanvas | JourneyServiceService design |
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