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| Criterion |  UX Research Customer Journey Mapping |  Business Strategy Balanced Scorecard |  UX Research HEART Framework |  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. | 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. | Helps clarify observations, needs, and patterns in concrete terms. It groups observations into patterns, questions, and decisions. The result is captured as a HEART-GSM table and dashboard. | 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 | High | Medium | Medium |
Timedifferent | 2-4 h | Halber Tag bis mehrere Wochen | 120 min initial, dann laufend | 1-3 h |
Participantsdifferent | 4-10 | 4-12 | 3-6 | 3-10 |
Formatdifferent | Workshop | Workshop + async | Workshop + async | Workshop |
Outputdifferent | Journey Map, Pain-point List, Opportunity Backlog | Balanced Scorecard, Strategic Measures, Initiative Map | HEART-GSM Table, Dashboard | Customer Journey Canvas, Pain Points, Experience Opportunities |
Tagsno overlap | JourneyServiceService design | StrategyMetricsExecution | MetricsUX researchMeasurementSatisfaction | JourneyCustomerService designCanvas |