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| Criterion |  UX Research Customer Journey Mapping |  DevOps Incident Command |  Operations Barrier Analysis |  Operations MORT 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. | During an acute incident with several people involved, the method creates a clear leadership and communication structure. It reduces chaos when fast coordination and clean situational awareness are both needed at once. | For a risk that can only be managed through multiple layers of protection, the method examines the effectiveness of each barrier. It shows where safeguards are missing, too weak, or fail under real conditions. | For a safety-relevant event or a system with high protection requirements, the method examines where controls failed. It exposes both technical and organizational gaps. |
Complexitydifferent | Medium | Medium | Medium | High |
Timedifferent | 2-4 h | As needed | 2-4 h | Mehrere Tage bis Wochen |
Participantsdifferent | 4-10 | 4-15 | 2-6 | 2-6 |
Formatdifferent | Workshop | Workshop + async | Workshop + async | Workshop + async |
Outputdifferent | Journey Map, Pain-point List, Opportunity Backlog | Incident Log, Action Tracker, Stakeholder Updates | Barrier Inventory, Failure Analysis per Barrier, Action Backlog | MORT Worksheets, Findings per Branch, Corrective Actions, Systemic Recommendations |
Tagsno overlap | JourneyServiceService design | IncidentOperationsReliability | Root causeSafetyIncident | Root causeSafetySystemicIncident |