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| Criterion |  UX Research Customer Journey Mapping |  Business Strategy GAP Analysis |  UX Design Customer Journey Canvas |
|---|---|---|---|
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. | 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. | 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. |
Complexitysame | Medium | Medium | Medium |
Timedifferent | 2-4 h | 1-3 h | 1-3 h |
Participantsdifferent | 4-10 | 2-8 | 3-10 |
Formatdifferent | Workshop | Workshop + async | Workshop |
Outputdifferent | Journey Map, Pain-point List, Opportunity Backlog | Gap Matrix, Action Plan, Risk Notes | Customer Journey Canvas, Pain Points, Experience Opportunities |
Tagsno overlap | JourneyServiceService design | StrategyAnalysisPlanning | JourneyCustomerService designCanvas |
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