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| Criterion |  UX Research Customer Journey Mapping |  Business Strategy Balanced Scorecard |  Operations 8D Problem Solving |
|---|---|---|---|
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. | Balanced Scorecard translates strategy into a few interconnected perspectives and metrics. It holds impact, steering, and learning together in daily work instead of narrowing strategy down to financial figures. | 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. |
Complexitydifferent | Medium | High | High |
Timedifferent | 2-4 h | Halber Tag bis mehrere Wochen | 1-6 Wochen |
Participantsdifferent | 4-10 | 4-12 | 4-10 |
Formatdifferent | Workshop | Workshop + async | Workshop + async |
Outputdifferent | Journey Map, Pain-point List, Opportunity Backlog | Balanced Scorecard, Strategic Measures, Initiative Map | 8D Report, Containment Plan, Root Cause Evidence, Corrective Action Plan |
Tagsno overlap | JourneyServiceService design | StrategyMetricsExecution | QualityProblem solvingRoot cause |
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