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| Criterion |  UX Research Customer Journey Mapping |  Operations Process Mapping |  Operations Bottleneck 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. | 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 flow that backs up at one point, the method looks for the capacity limit with the greatest leverage. It explains why extra effort elsewhere barely improves throughput. | 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 h | 1-3 h | 1-3 h |
Participantsdifferent | 4-10 | 3-10 | 3-8 | 3-10 |
Formatdifferent | Workshop | Workshop | Workshop + async | Workshop |
Outputdifferent | Journey Map, Pain-point List, Opportunity Backlog | Process Map, Handoff List, Improvement Backlog | Bottleneck Map, Flow Metrics, Improvement Options, Follow-up Measures | Customer Journey Canvas, Pain Points, Experience Opportunities |
Tagsno overlap | JourneyServiceService design | ProcessOperationsImprovement | FlowMeasurementConstraints | JourneyCustomerService designCanvas |