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| Criterion |  UX Research Customer Journey Mapping |  UX Research Affinity Diagramming |  Operations MORT 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. | 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 safety-relevant event or a system with high protection requirements, the method examines where controls failed. It exposes both technical and organizational gaps. |
Complexitydifferent | Medium | Low | High |
Timedifferent | 2-4 h | 45–90 min | Mehrere Tage bis Wochen |
Participantsdifferent | 4-10 | 3-10 | 2-6 |
Formatdifferent | Workshop | Workshop | Workshop + async |
Outputdifferent | Journey Map, Pain-point List, Opportunity Backlog | Theme clusters, Insight statements, Opportunity areas | MORT Worksheets, Findings per Branch, Corrective Actions, Systemic Recommendations |
Tagsno overlap | JourneyServiceService design | SynthesisQualitativeRoot cause | Root causeSafetySystemicIncident |
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