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| Criterion |  UX Research Customer Journey Mapping |  UX Research Affinity Diagramming |  Operations 8D Problem Solving |  UX Design Customer Journey Canvas |
|---|---|---|---|---|
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. | When research notes, feedback, or observations sit unconnected side by side, affinity diagramming sorts the raw material into solid themes. Many individual points turn into patterns that make decisions and opportunities clearer. | 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 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. |
Complexitydifferent | Medium | Low | High | Medium |
Timedifferent | 2-4 h | 45–90 min | 1-6 Wochen | 1-3 h |
Participantsdifferent | 4-10 | 3-10 | 4-10 | 3-10 |
Formatdifferent | Workshop | Workshop | Workshop + async | Workshop |
Outputdifferent | Journey Map, Pain-point List, Opportunity Backlog | Theme clusters, Insight statements, Opportunity areas | 8D Report, Containment Plan, Root Cause Evidence, Corrective Action Plan | Customer Journey Canvas, Pain Points, Experience Opportunities |
Tagsno overlap | JourneyServiceService design | SynthesisQualitativeRoot cause | QualityProblem solvingRoot cause | JourneyCustomerService designCanvas |