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| Criterion |  UX Research Customer Journey Mapping |  UX Research Empathy Mapping |  Operations 8D Problem Solving |
|---|---|---|---|
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 lot is assumed about a target group but little is seen jointly, empathy mapping makes knowledge and gaps directly comparable. The picture also shows which assumptions hold up and where evidence is missing. | For an acute quality or delivery problem, the method structures immediate protection and root cause work together. It keeps the situation stable while the actual cause is investigated cleanly. |
Complexitydifferent | Medium | Low | High |
Timedifferent | 2-4 h | 30–60 min | 1-6 Wochen |
Participantsdifferent | 4-10 | 4-8 | 4-10 |
Formatdifferent | Workshop | Workshop | Workshop + async |
Outputdifferent | Journey Map, Pain-point List, Opportunity Backlog | Empathy Map, Assumptions List, Research Gaps | 8D Report, Containment Plan, Root Cause Evidence, Corrective Action Plan |
Tagsno overlap | JourneyServiceService design | SynthesisQualitativeWorkshop | QualityProblem solvingRoot cause |
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