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| Criterion |  UX Research Customer Journey Mapping |  UX Design Service Blueprinting |  Delivery Communication Plan |
|---|---|---|---|
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 service experience is spread across several touchpoints, it brings frontstage and backstage together. It shows where user contact and internal responsibility must fit. | When many people need to be informed in parallel and messages would otherwise arrive unevenly or too late, a Communication Plan orders communication reliably. Channels, audiences, and cadences interlock so important information doesn't get lost. |
Complexitydifferent | Medium | High | Low |
Timedifferent | 2-4 h | 0.5-2 Tage | 45-90 min |
Participantsdifferent | 4-10 | 6-12 | 2-6 |
Formatdifferent | Workshop | Workshop | Workshop + async |
Outputdifferent | Journey Map, Pain-point List, Opportunity Backlog | Service Blueprint, Fail Points, Ownership Map | Communication Plan, Channel Matrix, Message Cadence |
Tagsno overlap | JourneyServiceService design | Service designOperationsJourneyBlueprint | CommunicationStakeholdersDeliveryPlanning |
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