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# What you don't see
- URL: https://www.cesarrg.com/what-you-dont-see/
- Published: 2021-06-04T10:21:49.000Z
- Updated: 2023-07-17T06:29:21.000Z
- Description: Frontstage vs. backstage design.
- Author: César Rodríguez
- Tags: Innovation, Technology

#7 - Jun.2021

In service design, there is a common understanding of breaking your service into two components to evaluate the customer's experience: *frontstage* \- or what's visible to the user - and *backstage.*

In practice, however, I constantly see teams focusing all their energies only on what's visible: product aesthetics, UI, channels, the physical touchpoints of the journey, communication, etc. 

![](https://storage.ghost.io/c/10/f4/10f4a52f-1b7d-4284-b66d-0fccfd9dc5da/content/images/2021/06/backstage.png)

Backstage details are as important as what's visible. There is no play without the team behind the curtains. There's no restaurant experience without a great team working in the kitchen. What the customer doesn't see - organization structure, technology, infrastructure, support processes, policies - is also a core element of your service.

An *intentional* design of your service backstage will help you provide a cohesive experience to your customers. 

![](https://storage.ghost.io/c/10/f4/10f4a52f-1b7d-4284-b66d-0fccfd9dc5da/content/images/2022/12/sign_CRG2.png)

💡

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