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| Criterion |  UX Research Customer Journey Mapping |  Product Discovery Jobs to Be Done |  Operations Root Cause 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. | When switching motives and progress are unclear, it reconstructs the situation from real customer circumstances. It shows why a switch happens and what kind of progress is being sought. | When a problem keeps recurring and the cause stays unclear, the method exposes the underlying mechanism. It separates symptom, guess, and robust explanation from one another. | 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 | Medium |
Timedifferent | 2-4 h | 1-3 Wochen | 1-4 h | 1-3 h |
Participantsdifferent | 4-10 | 5-12 Interviews | 3-8 | 3-10 |
Formatdifferent | Workshop | Workshop + async | Workshop + async | Workshop |
Outputdifferent | Journey Map, Pain-point List, Opportunity Backlog | Job Stories, Outcome Statements, Opportunity List | Problem Statement, Cause Hypotheses, Confirmed Causes, Action Plan | Customer Journey Canvas, Pain Points, Experience Opportunities |
Tagsno overlap | JourneyServiceService design | CustomerOutcomesNeeds | Root causeProblem solvingQualityIncident | JourneyCustomerService designCanvas |