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| Criterion |  UX Research Customer Journey Mapping |  UX Design Customer Journey Canvas |  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 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 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 | Medium | Low |
Timedifferent | 2-4 h | 1-3 h | 45-90 min |
Participantsdifferent | 4-10 | 3-10 | 3-12 |
Formatsame | Workshop | Workshop | Workshop |
Outputdifferent | Journey Map, Pain-point List, Opportunity Backlog | Customer Journey Canvas, Pain Points, Experience Opportunities | Expectation Map, Alignment Notes, Agreements |
Tagsno overlap | JourneyServiceService design | JourneyCustomerService designCanvas | AlignmentStakeholdersTeam |
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Methods with strong topical overlap with the current selection, not yet in the comparison.
