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| Criterion |  UX Research Customer Journey Mapping |  UX Research HEART Framework |  Facilitation Alignment Mapping |
|---|---|---|---|
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. | Helps clarify observations, needs, and patterns in concrete terms. It groups observations into patterns, questions, and decisions. The result is captured as a HEART-GSM table and dashboard. | When several people work toward one goal but hold different mental maps, Alignment Mapping makes the discrepancies visible. It arranges goals, assumptions, and priorities so shared direction becomes verifiable. |
Complexitysame | Medium | Medium | Medium |
Timedifferent | 2-4 h | 120 min initial, dann laufend | 1-2 h |
Participantsdifferent | 4-10 | 3-6 | 4-12 |
Formatdifferent | Workshop | Workshop + async | Workshop |
Outputdifferent | Journey Map, Pain-point List, Opportunity Backlog | HEART-GSM Table, Dashboard | Alignment Map, Open Issues, Decision Questions |
Tagsno overlap | JourneyServiceService design | MetricsUX researchMeasurementSatisfaction | AlignmentStakeholdersStrategyFacilitation |
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