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| Criterion |  UX Research Customer Journey Mapping |  UX Design Service Blueprinting |  Operations RACI Matrix |  Decision Making Decision Rights 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. | With unclear responsibilities across several roles or areas, the method creates unambiguous accountability logic. It reduces friction because decision, execution, contribution, and information become separately visible. | In organizations with many stakeholders, it often blurs who actually decides and who is merely consulted. It separates options, evaluation criteria, and open risks. The result is captured as a Decision Rights matrix and an agreement. |
Complexitydifferent | Medium | High | Low | Medium |
Timedifferent | 2-4 h | 0.5-2 Tage | 45-90 min | 90-180 min |
Participantsdifferent | 4-10 | 6-12 | 2-8 | 4-12 |
Formatdifferent | Workshop | Workshop | Workshop + async | Workshop |
Outputdifferent | Journey Map, Pain-point List, Opportunity Backlog | Service Blueprint, Fail Points, Ownership Map | RACI Matrix, Responsibility Map, Decision Notes | Decision Rights Matrix, Agreement |
Tagsno overlap | JourneyServiceService design | Service designOperationsJourneyBlueprint | RolesResponsibilityGovernanceOperations | DecisionGovernanceAlignmentResponsibility |