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| Criterion |  UX Research Customer Journey Mapping |  Operations MORT 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. | 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. | 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. |
Complexitydifferent | Medium | High | Medium |
Timedifferent | 2-4 h | Mehrere Tage bis Wochen | 1-3 h |
Participantsdifferent | 4-10 | 2-6 | 3-10 |
Formatdifferent | Workshop | Workshop + async | Workshop |
Outputdifferent | Journey Map, Pain-point List, Opportunity Backlog | MORT Worksheets, Findings per Branch, Corrective Actions, Systemic Recommendations | Customer Journey Canvas, Pain Points, Experience Opportunities |
Tagsno overlap | JourneyServiceService design | Root causeSafetySystemicIncident | JourneyCustomerService designCanvas |
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