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| Criterion |  UX Research Customer Journey Mapping |  UX Design Service Blueprinting |  Facilitation Expectation 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. | 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 roles, interfaces, or projects fail because of differing expectations, Expectation Mapping surfaces these differences. It shows what each side takes for granted and where the pictures diverge. |
Complexitydifferent | Medium | High | Low |
Timedifferent | 2-4 h | 0.5-2 Tage | 45-90 min |
Participantsdifferent | 4-10 | 6-12 | 3-12 |
Formatsame | Workshop | Workshop | Workshop |
Outputdifferent | Journey Map, Pain-point List, Opportunity Backlog | Service Blueprint, Fail Points, Ownership Map | Expectation Map, Alignment Notes, Agreements |
Tagsno overlap | JourneyServiceService design | Service designOperationsJourneyBlueprint | AlignmentStakeholdersTeam |
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