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| Criterion |  UX Research Customer Journey Mapping |  Operations 8D Problem Solving |  Facilitation Consensus Workshop |
|---|---|---|---|
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 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 group needs a solid decision without outvoting individual factions, a Consensus Workshop creates a negotiable common ground. It makes agreement, reservations, and open tensions discussable at the same time. |
Complexitydifferent | Medium | High | Medium |
Timedifferent | 2-4 h | 1-6 Wochen | 1-3 h |
Participantsdifferent | 4-10 | 4-10 | 5-30 |
Formatdifferent | Workshop | Workshop + async | Workshop |
Outputdifferent | Journey Map, Pain-point List, Opportunity Backlog | 8D Report, Containment Plan, Root Cause Evidence, Corrective Action Plan | Consensus Clusters, Theme Titles, Priority Areas |
Tagsno overlap | JourneyServiceService design | QualityProblem solvingRoot cause | FacilitationConsensusWorkshopAlignment |
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