Makes service flows, touchpoints, and responsibilities visible so frontstage and backstage are refined together.
Core question: Where do customer actions depend on backstage work, systems, or handoffs?
Mapping toolMethod form: Mapping tool. Describes how this method is used in practice.HighComplexity: high. Estimates preparation, facilitation effort, and method confidence needed.WorkshopFormat: workshop. Shows whether the method works in a workshop, asynchronously, or both.
0.5-2 Tage
6-12
Details
UX ResearchCategory: UX Research. Describes the method's domain of use.
Bundles phases, emotions, and pain points along a journey to prioritize opportunities and critical moments.
Core question: How does this group experience the chosen scenario across its phases, and where would learning or improvement help?
Mapping toolMethod form: Mapping tool. Describes how this method is used in practice.MediumComplexity: medium. Estimates preparation, facilitation effort, and method confidence needed.WorkshopFormat: workshop. Shows whether the method works in a workshop, asynchronously, or both.
2-4 h
4-10
Details
UX DesignCategory: UX Design. Describes the method's domain of use.
Arranges phases, touchpoints, pain points, and opportunities along a journey to name experience gaps.
Core question: What does the customer do, think, and feel across this journey?
CanvasMethod form: Canvas. Describes how this method is used in practice.MediumComplexity: medium. Estimates preparation, facilitation effort, and method confidence needed.WorkshopFormat: workshop. Shows whether the method works in a workshop, asynchronously, or both.