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| Criterion |  UX Research Customer Journey Mapping |  Operations Process Mapping |  Operations 5 Whys |  Operations Gemba Walk |
|---|---|---|---|---|
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. | With a confusing workflow that has many handoffs, the method makes the actual process visible. It shows where work is passed on, delayed, or duplicated, so improvement targets the right spots. | 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. | When there is uncertainty about the real course of a process, the method brings observation to the place where work happens. It combines perception, follow-up questions, and process knowledge so decisions rest on actual workflows instead of assumptions. |
Complexitydifferent | Medium | Medium | Low | Low |
Timedifferent | 2-4 h | 1-3 h | 15-30 min | 30-120 min |
Participantsdifferent | 4-10 | 3-10 | 2-6 | 2-6 |
Formatsame | Workshop | Workshop | Workshop | Workshop |
Outputdifferent | Journey Map, Pain-point List, Opportunity Backlog | Process Map, Handoff List, Improvement Backlog | Root cause notes, Countermeasures | Observation Notes, Improvement Ideas |
Tagsno overlap | JourneyServiceService design | ProcessOperationsImprovement | Root causeIncidentLeanProblem solving | LeanObservationProcessOperations |