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| Criterion |  UX Research Customer Journey Mapping |  UX Design Customer Journey Canvas |  Business Strategy Scenario Planning |  Business Strategy GAP 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. | Scenario Planning opens the view to several plausible futures instead of a single forecast. The method protects strategies from depending on too narrow an expected path. | GAP Analysis compares the current state with a target picture and makes the distance manageable. It becomes useful when, ahead of new initiatives, it must become clear which capabilities, processes, or resources are missing. |
Complexitydifferent | Medium | Medium | High | Medium |
Timedifferent | 2-4 h | 1-3 h | 0.5-2 Tage | 1-3 h |
Participantsdifferent | 4-10 | 3-10 | 4-12 | 2-8 |
Formatdifferent | Workshop | Workshop | Workshop | Workshop + async |
Outputdifferent | Journey Map, Pain-point List, Opportunity Backlog | Customer Journey Canvas, Pain Points, Experience Opportunities | Scenario Set, Strategic Implications, Robust Options | Gap Matrix, Action Plan, Risk Notes |
Tagsno overlap | JourneyServiceService design | JourneyCustomerService designCanvas | StrategyUncertaintyPlanning | StrategyAnalysisPlanning |