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| Criterion |  UX Research Customer Journey Mapping |  Operations MORT Analysis |  Operations Causal Factor 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. | 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. | For an event with a complicated course, the method breaks down the contributing factors along the timeline. It shows how conditions, decisions, and reactions together produce a course of events. |
Complexitydifferent | Medium | High | High |
Timedifferent | 2-4 h | Mehrere Tage bis Wochen | 2-6 h |
Participantsdifferent | 4-10 | 2-6 | 3-10 |
Formatdifferent | Workshop | Workshop + async | Workshop + async |
Outputdifferent | Journey Map, Pain-point List, Opportunity Backlog | MORT Worksheets, Findings per Branch, Corrective Actions, Systemic Recommendations | Event Timeline, Causal Factor Chart, Cause List, Corrective Actions |
Tagsno overlap | JourneyServiceService design | Root causeSafetySystemicIncident | CausalityIncidentRoot causeTimeline |
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