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| Criterion |  UX Research Customer Journey Mapping |  Operations RACI Matrix |  UX Design Customer Journey Canvas |  Decision Making Decision Rights Mapping |
|---|---|---|---|---|
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 unclear responsibilities across several roles or areas, the method creates unambiguous accountability logic. It reduces friction because decision, execution, contribution, and information become separately visible. | 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. | In organizations with many stakeholders, it often blurs who actually decides and who is merely consulted. It separates options, evaluation criteria, and open risks. The result is captured as a Decision Rights matrix and an agreement. |
Complexitydifferent | Medium | Low | Medium | Medium |
Timedifferent | 2-4 h | 45-90 min | 1-3 h | 90-180 min |
Participantsdifferent | 4-10 | 2-8 | 3-10 | 4-12 |
Formatdifferent | Workshop | Workshop + async | Workshop | Workshop |
Outputdifferent | Journey Map, Pain-point List, Opportunity Backlog | RACI Matrix, Responsibility Map, Decision Notes | Customer Journey Canvas, Pain Points, Experience Opportunities | Decision Rights Matrix, Agreement |
Tagsno overlap | JourneyServiceService design | RolesResponsibilityGovernanceOperations | JourneyCustomerService designCanvas | DecisionGovernanceAlignmentResponsibility |