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| Criterion |  UX Research Customer Journey Mapping |  UX Research Personas |  Operations 5 Whys |
|---|---|---|---|
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 target groups stay too vague and teams talk about the same people differently, personas create a shared, solid picture of usage. Condensed profiles make needs, contexts, and differences tangible enough for decisions. | For a single, hard-to-explain deviation, the method exposes the causal chain behind the visible symptom. It keeps the cause open until a controllable condition emerges instead of a mere description. |
Complexitydifferent | Medium | Medium | Low |
Timedifferent | 2-4 h | 1-3 Tage | 15-30 min |
Participantsdifferent | 4-10 | Internes Team | 2-6 |
Formatdifferent | Workshop | Workshop + async | Workshop |
Outputdifferent | Journey Map, Pain-point List, Opportunity Backlog | Persona Profiles, Needs Summary, Scenario Notes | Root cause notes, Countermeasures |
Tagsno overlap | JourneyServiceService design | ResearchCustomerSynthesis | Root causeIncidentLeanProblem solving |
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