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| Criterion |  UX Research Customer Journey Mapping |  Business Strategy Balanced Scorecard |  UX Design Service Blueprinting |  Product Strategy Counter Metrics |
|---|---|---|---|---|
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. | When a service experience is spread across several touchpoints, it brings frontstage and backstage together. It shows where user contact and internal responsibility must fit. | When a headline metric could mask side effects, it adds guardrail signals against unwanted outcomes. It connects customer value, product logic, and decision priorities. The result is captured as a counter-metric list and guardrail definitions. |
Complexitydifferent | Medium | High | High | Low |
Timedifferent | 2-4 h | Halber Tag bis mehrere Wochen | 0.5-2 Tage | 30-60 min |
Participantsdifferent | 4-10 | 4-12 | 6-12 | 2-6 |
Formatdifferent | Workshop | Workshop + async | Workshop | Workshop + async |
Outputdifferent | Journey Map, Pain-point List, Opportunity Backlog | Balanced Scorecard, Strategic Measures, Initiative Map | Service Blueprint, Fail Points, Ownership Map | Counter Metric List, Guardrail Definitions |
Tagsno overlap | JourneyServiceService design | StrategyMetricsExecution | Service designOperationsJourneyBlueprint | MetricsMeasurementStrategyExperiments |