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| Criterion |  UX Research Customer Journey Mapping |  Delivery Communication Plan |  Facilitation Expectation Mapping |
|---|---|---|---|
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 roles, interfaces, or projects fail because of differing expectations, Expectation Mapping surfaces these differences. It shows what each side takes for granted and where the pictures diverge. |
Complexitydifferent | Medium | Low | Low |
Timedifferent | 2-4 h | 45-90 min | 45-90 min |
Participantsdifferent | 4-10 | 2-6 | 3-12 |
Formatdifferent | Workshop | Workshop + async | Workshop |
Outputdifferent | Journey Map, Pain-point List, Opportunity Backlog | Communication Plan, Channel Matrix, Message Cadence | Expectation Map, Alignment Notes, Agreements |
Tagsno overlap | JourneyServiceService design | CommunicationStakeholdersDeliveryPlanning | AlignmentStakeholdersTeam |
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