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| Criterion |  UX Research Customer Journey Mapping |  Facilitation Consensus Workshop |  Operations 5 Whys |
|---|---|---|---|
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 a group needs a solid decision without outvoting individual factions, a Consensus Workshop creates a negotiable common ground. It makes agreement, reservations, and open tensions discussable at the same time. | For a single, hard-to-explain deviation, the method exposes the causal chain behind the visible symptom. It keeps the cause open until a controllable condition emerges instead of a mere description. |
Complexitydifferent | Medium | Medium | Low |
Timedifferent | 2-4 h | 1-3 h | 15-30 min |
Participantsdifferent | 4-10 | 5-30 | 2-6 |
Formatsame | Workshop | Workshop | Workshop |
Outputdifferent | Journey Map, Pain-point List, Opportunity Backlog | Consensus Clusters, Theme Titles, Priority Areas | Root cause notes, Countermeasures |
Tagsno overlap | JourneyServiceService design | FacilitationConsensusWorkshopAlignment | Root causeIncidentLeanProblem solving |
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