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| Criterion |  UX Design Service Blueprinting |  Operations Gemba Walk |  Operations After-Action Review |  UX Research Customer Journey Mapping |
|---|---|---|---|---|
Purposedifferent | 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 there is uncertainty about the real course of a process, the method brings observation to the place where work happens. It combines perception, follow-up questions, and process knowledge so decisions rest on actual workflows instead of assumptions. | After missions or project phases with unclear outcomes, the method makes visible what actually happened and what can be learned from it. It separates course, effect, and causes so experience turns into solid improvement. | 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. |
Complexitydifferent | High | Low | Low | Medium |
Timedifferent | 0.5-2 Tage | 30-120 min | 20-45 min | 2-4 h |
Participantsdifferent | 6-12 | 2-6 | 3-12 | 4-10 |
Formatdifferent | Workshop | Workshop | Workshop + async | Workshop |
Outputdifferent | Service Blueprint, Fail Points, Ownership Map | Observation Notes, Improvement Ideas | Lessons learned, Action items, Event summary | Journey Map, Pain-point List, Opportunity Backlog |
Tagsno overlap | Service designOperationsJourneyBlueprint | LeanObservationProcessOperations | LearningOperationsImprovement | JourneyServiceService design |