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| Criterion |  UX Research Customer Journey Mapping |  UX Design Customer Journey Canvas |  Product Strategy Counter Metrics |  UX Research HEART Framework |
|---|---|---|---|---|
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 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. | When a headline metric could mask side effects, it adds guardrail signals against unwanted outcomes. It connects customer value, product logic, and decision priorities. The result is captured as a counter-metric list and guardrail definitions. | Helps clarify observations, needs, and patterns in concrete terms. It groups observations into patterns, questions, and decisions. The result is captured as a HEART-GSM table and dashboard. |
Complexitydifferent | Medium | Medium | Low | Medium |
Timedifferent | 2-4 h | 1-3 h | 30-60 min | 120 min initial, dann laufend |
Participantsdifferent | 4-10 | 3-10 | 2-6 | 3-6 |
Formatdifferent | Workshop | Workshop | Workshop + async | Workshop + async |
Outputdifferent | Journey Map, Pain-point List, Opportunity Backlog | Customer Journey Canvas, Pain Points, Experience Opportunities | Counter Metric List, Guardrail Definitions | HEART-GSM Table, Dashboard |
Tagsno overlap | JourneyServiceService design | JourneyCustomerService designCanvas | MetricsMeasurementStrategyExperiments | MetricsUX researchMeasurementSatisfaction |