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| Criterion |  UX Research Customer Journey Mapping |  Operations Change Analysis |  Operations 8D Problem Solving |  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. | For a deviation after a change, the method isolates the influence of the altered condition. It narrows down which differences are relevant and which are just accompanying noise. | 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. | 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 | Medium | High | Medium |
Timedifferent | 2-4 h | 45-120 min | 1-6 Wochen | 1-3 h |
Participantsdifferent | 4-10 | 2-6 | 4-10 | 3-10 |
Formatdifferent | Workshop | Workshop + async | Workshop + async | Workshop |
Outputdifferent | Journey Map, Pain-point List, Opportunity Backlog | Change Matrix, Cause Hypotheses, Validation Questions, Action List | 8D Report, Containment Plan, Root Cause Evidence, Corrective Action Plan | Customer Journey Canvas, Pain Points, Experience Opportunities |
Tagsno overlap | JourneyServiceService design | ChangeRoot causeTroubleshootingComparison | QualityProblem solvingRoot cause | JourneyCustomerService designCanvas |