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| Criterion |  UX Research Customer Journey Mapping |  UX Design Customer Journey Canvas |  Decision Making Force Field Analysis |
|---|---|---|---|
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. | In change initiatives, supporting and restraining forces sit at the table at the same time. Force Field Analysis makes these tensions explicit and shows where change can be pushed forward by strengthening or relieving. |
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 | Force Field Map, Change Levers, Risk Notes |
Tagsno overlap | JourneyServiceService design | JourneyCustomerService designCanvas | ChangeDecisionStrategy |
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