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| Criterion |  UX Research Customer Journey Mapping |  Decision Making Decision Rights Mapping |  UX Design Customer Journey Canvas |  Operations RACI Matrix |
|---|---|---|---|---|
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. | In organizations with many stakeholders, it often blurs who actually decides and who is merely consulted. It separates options, evaluation criteria, and open risks. The result is captured as a Decision Rights matrix and an agreement. | 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. | With unclear responsibilities across several roles or areas, the method creates unambiguous accountability logic. It reduces friction because decision, execution, contribution, and information become separately visible. |
Complexitydifferent | Medium | Medium | Medium | Low |
Timedifferent | 2-4 h | 90-180 min | 1-3 h | 45-90 min |
Participantsdifferent | 4-10 | 4-12 | 3-10 | 2-8 |
Formatdifferent | Workshop | Workshop | Workshop | Workshop + async |
Outputdifferent | Journey Map, Pain-point List, Opportunity Backlog | Decision Rights Matrix, Agreement | Customer Journey Canvas, Pain Points, Experience Opportunities | RACI Matrix, Responsibility Map, Decision Notes |
Tagsno overlap | JourneyServiceService design | DecisionGovernanceAlignmentResponsibility | JourneyCustomerService designCanvas | RolesResponsibilityGovernanceOperations |