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| Criterion |  UX Research Customer Journey Mapping |  Delivery Communication Plan |  UX Design Customer Journey Canvas |  Delivery Shape Up |
|---|---|---|---|---|
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. | When many people need to be informed in parallel and messages would otherwise arrive unevenly or too late, a Communication Plan orders communication reliably. Channels, audiences, and cadences interlock so important information doesn't get lost. | 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. | Shape Up helps clarify scope, sequence, and delivery flow. It makes work boundaries and decisions explicit and captures results as pitches, bet-table decisions, and hill charts. |
Complexitydifferent | Medium | Low | Medium | Medium |
Timedifferent | 2-4 h | 45-90 min | 1-3 h | 6 Wochen Cycle + 2 Wochen Cool-Down |
Participantsdifferent | 4-10 | 2-6 | 3-10 | 2-4 pro Pitch |
Formatdifferent | Workshop | Workshop + async | Workshop | Workshop + async |
Outputdifferent | Journey Map, Pain-point List, Opportunity Backlog | Communication Plan, Channel Matrix, Message Cadence | Customer Journey Canvas, Pain Points, Experience Opportunities | Pitches, Bet-table decisions, Hill charts, Cooldown outcomes |
Tagsno overlap | JourneyServiceService design | CommunicationStakeholdersDeliveryPlanning | JourneyCustomerService designCanvas | PlanningDeliveryAutonomy |