How to Do Customer Journey Mapping

Front Stage vs Back Stage vs Behind the Scenes in Customer Journey Mapping

Frontstage operations are where the action takes place and where the audience can see it. The customer journey mainly depicts the front stage and the customer behind the scenes: the customer's contact point, the actions taken directly to the customer, and his experience of the product or service.

Backstage operations are performed in the background to provide IT system, internal standard operating procedures and other process experience.

Behind the scene operations are what the organization have to do to make both the front and back possible. Support staff to provide internal steps and interactions to provide services.

You may simply structure your CJM as foreground or background operations, and some CJMs do not even group them into these operations categories because CJM does not have any standard format.