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Selected:Customer Journey MappingSAAM (Software Architecture Analysis Method)Customer Journey CanvasChange Analysis
| Criterion |  UX Research Customer Journey Mapping |  Architecture SAAM (Software Architecture Analysis Method) |  UX Design Customer Journey Canvas |  Operations Change Analysis |
|---|---|---|---|---|
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. | SAAM helps teams judge an architecture’s suitability for selected tasks and changes. It is particularly useful for examining modifiability and comparing architecture alternatives with clear reasoning. | 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. | For a deviation after a change, the method isolates the influence of the altered condition. It narrows down which differences are relevant and which are just accompanying noise. |
Complexitydifferent | Medium | High | Medium | Medium |
Timedifferent | 2-4 h | Preparation, scenario analysis, and findings review; effort depends on scope | 1-3 h | 45-120 min |
Participantsdifferent | 4-10 | Architecture experts and stakeholders for scenarios and weighting | 3-10 | 2-6 |
Formatdifferent | Workshop | Workshop + async | Workshop | Workshop + async |
Outputdifferent | Journey Map, Pain-point List, Opportunity Backlog | Domain functions mapped to components and connections, Quality attributes and evaluation criteria, Typical tasks and their effects on the architecture, Reasoned evaluation or comparison of alternatives | Customer Journey Canvas, Pain Points, Experience Opportunities | Change Matrix, Cause Hypotheses, Validation Questions, Action List |
Tagsno overlap | JourneyServiceService design | ArchitectureChangeAnalysisComparisonQuality | JourneyCustomerService designCanvas | ChangeRoot causeTroubleshootingComparison |