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| Criterion |  UX Research Customer Journey Mapping |  Operations Change Analysis |  Operations Kepner-Tregoe |
|---|---|---|---|
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 a disturbance that's hard to pin down, the method cleanly separates problem, cause, and decision. It reduces mixing when symptoms allow several interpretations. |
Complexitydifferent | Medium | Medium | High |
Timedifferent | 2-4 h | 45-120 min | 2-8 h |
Participantsdifferent | 4-10 | 2-6 | 2-8 |
Formatdifferent | Workshop | Workshop + async | Workshop + async |
Outputdifferent | Journey Map, Pain-point List, Opportunity Backlog | Change Matrix, Cause Hypotheses, Validation Questions, Action List | Problem Analysis, Decision Analysis, Risk Plan |
Tagsno overlap | JourneyServiceService design | ChangeRoot causeTroubleshootingComparison | Problem solvingRoot causeDecisionOperations |
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