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| Criterion |  UX Research Customer Journey Mapping |  UX Research Affinity Diagramming |  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. | 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 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 | Low | High |
Timedifferent | 2-4 h | 45–90 min | 2-8 h |
Participantsdifferent | 4-10 | 3-10 | 2-8 |
Formatdifferent | Workshop | Workshop | Workshop + async |
Outputdifferent | Journey Map, Pain-point List, Opportunity Backlog | Theme clusters, Insight statements, Opportunity areas | Problem Analysis, Decision Analysis, Risk Plan |
Tagsno overlap | JourneyServiceService design | SynthesisQualitativeRoot cause | Problem solvingRoot causeDecisionOperations |
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