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| Criterion |  UX Research Customer Journey Mapping |  Operations Root Cause Analysis |  Operations Kepner-Tregoe |  Operations Fishbone Diagram |
|---|---|---|---|---|
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 a problem keeps recurring and the cause stays unclear, the method exposes the underlying mechanism. It separates symptom, guess, and robust explanation from one another. | For a disturbance that's hard to pin down, the method cleanly separates problem, cause, and decision. It reduces mixing when symptoms allow several interpretations. | When a problem has several possible contributing factors, the method sorts causes by cause areas. It prevents an initial hunch from blocking the view of other plausible drivers. |
Complexitydifferent | Medium | Medium | High | Low |
Timedifferent | 2-4 h | 1-4 h | 2-8 h | 30-60 min |
Participantsdifferent | 4-10 | 3-8 | 2-8 | 2-8 |
Formatdifferent | Workshop | Workshop + async | Workshop + async | Workshop |
Outputdifferent | Journey Map, Pain-point List, Opportunity Backlog | Problem Statement, Cause Hypotheses, Confirmed Causes, Action Plan | Problem Analysis, Decision Analysis, Risk Plan | Fishbone Diagram, Cause Categories, Investigation Backlog |
Tagsno overlap | JourneyServiceService design | Root causeProblem solvingQualityIncident | Problem solvingRoot causeDecisionOperations | Root causeQualityOperations |