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| Criterion |  UX Research Customer Journey Mapping |  Operations Barrier Analysis |  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. | For a risk that can only be managed through multiple layers of protection, the method examines the effectiveness of each barrier. It shows where safeguards are missing, too weak, or fail under real conditions. | 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 | Medium | High |
Timedifferent | 2-4 h | 2-4 h | Mehrere Tage bis Wochen |
Participantsdifferent | 4-10 | 2-6 | 2-6 |
Formatdifferent | Workshop | Workshop + async | Workshop + async |
Outputdifferent | Journey Map, Pain-point List, Opportunity Backlog | Barrier Inventory, Failure Analysis per Barrier, Action Backlog | MORT Worksheets, Findings per Branch, Corrective Actions, Systemic Recommendations |
Tagsno overlap | JourneyServiceService design | Root causeSafetyIncident | Root causeSafetySystemicIncident |
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