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| Criterion |  UX Research Customer Journey Mapping |  Operations Change Analysis |  Operations Causal Factor 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 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 event with a complicated course, the method breaks down the contributing factors along the timeline. It shows how conditions, decisions, and reactions together produce a course of events. |
Complexitydifferent | Medium | Medium | High |
Timedifferent | 2-4 h | 45-120 min | 2-6 h |
Participantsdifferent | 4-10 | 2-6 | 3-10 |
Formatdifferent | Workshop | Workshop + async | Workshop + async |
Outputdifferent | Journey Map, Pain-point List, Opportunity Backlog | Change Matrix, Cause Hypotheses, Validation Questions, Action List | Event Timeline, Causal Factor Chart, Cause List, Corrective Actions |
Tagsno overlap | JourneyServiceService design | ChangeRoot causeTroubleshootingComparison | CausalityIncidentRoot causeTimeline |
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