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| Criterion |  UX Research Customer Journey Mapping |  Operations 5 Whys |  Operations MORT Analysis |  Operations Root Cause Analysis |
|---|---|---|---|---|
Purposedifferent | 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 single, hard-to-explain deviation, the method exposes the causal chain behind the visible symptom. It keeps the cause open until a controllable condition emerges instead of a mere description. | For a safety-relevant event or a system with high protection requirements, the method examines where controls failed. It exposes both technical and organizational gaps. | When a problem keeps recurring and the cause stays unclear, the method exposes the underlying mechanism. It separates symptom, guess, and robust explanation from one another. |
Complexitydifferent | Medium | Low | High | Medium |
Timedifferent | 2-4 h | 15-30 min | Mehrere Tage bis Wochen | 1-4 h |
Participantsdifferent | 4-10 | 2-6 | 2-6 | 3-8 |
Formatdifferent | Workshop | Workshop | Workshop + async | Workshop + async |
Outputdifferent | Journey Map, Pain-point List, Opportunity Backlog | Root cause notes, Countermeasures | MORT Worksheets, Findings per Branch, Corrective Actions, Systemic Recommendations | Problem Statement, Cause Hypotheses, Confirmed Causes, Action Plan |
Tagsno overlap | JourneyServiceService design | Root causeIncidentLeanProblem solving | Root causeSafetySystemicIncident | Root causeProblem solvingQualityIncident |