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| Criterion |  UX Research Customer Journey Mapping |  Operations A3 Problem Solving |  Operations MORT Analysis |  Operations Kepner-Tregoe |
|---|---|---|---|---|
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 complex deviation with several people involved, the method bundles problem, analysis, and decision onto one page. It creates a shared working space where causes, countermeasures, and follow-up fit together. | 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. | For a disturbance that's hard to pin down, the method cleanly separates problem, cause, and decision. It reduces mixing when symptoms allow several interpretations. |
Complexitydifferent | Medium | Medium | High | High |
Timedifferent | 2-4 h | 45-90 min | Mehrere Tage bis Wochen | 2-8 h |
Participantsdifferent | 4-10 | 2-5 | 2-6 | 2-8 |
Formatdifferent | Workshop | Workshop + async | Workshop + async | Workshop + async |
Outputdifferent | Journey Map, Pain-point List, Opportunity Backlog | A3 Report, Action Plan, Root Cause Analysis | MORT Worksheets, Findings per Branch, Corrective Actions, Systemic Recommendations | Problem Analysis, Decision Analysis, Risk Plan |
Tagsno overlap | JourneyServiceService design | LeanProblem solvingCoachingOperations | Root causeSafetySystemicIncident | Problem solvingRoot causeDecisionOperations |