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| Criterion |  UX Research Customer Journey Mapping |  UX Design Service Blueprinting |  Operations Kepner-Tregoe |
|---|---|---|---|
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. | 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. |
Complexitydifferent | Medium | High | High |
Timedifferent | 2-4 h | 0.5-2 Tage | 2-8 h |
Participantsdifferent | 4-10 | 6-12 | 2-8 |
Formatdifferent | Workshop | Workshop | Workshop + async |
Outputdifferent | Journey Map, Pain-point List, Opportunity Backlog | Service Blueprint, Fail Points, Ownership Map | Problem Analysis, Decision Analysis, Risk Plan |
Tagsno overlap | JourneyServiceService design | Service designOperationsJourneyBlueprint | Problem solvingRoot causeDecisionOperations |
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