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| Criterion |  UX Research Customer Journey Mapping |  UX Design Customer Journey Canvas |  Operations PDCA Cycle |
|---|---|---|---|
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. | For an improvement that still has to prove itself in everyday work, the method runs it through small learning loops. It connects planning, checking, and standardization into a repeatable learning mode. |
Complexitydifferent | Medium | Medium | Low |
Timedifferent | 2-4 h | 1-3 h | 1 h bis mehrere Wochen |
Participantsdifferent | 4-10 | 3-10 | 1-8 |
Formatdifferent | Workshop | Workshop | Workshop + async |
Outputdifferent | Journey Map, Pain-point List, Opportunity Backlog | Customer Journey Canvas, Pain Points, Experience Opportunities | PDCA Log, Experiment Plan, Learning Outcome, Standard Change |
Tagsno overlap | JourneyServiceService design | JourneyCustomerService designCanvas | Continuous improvementLeanExperiments |
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