Backstage processes on a customer journey map are the processes that occur behind the scenes of a service that customers may not be aware of but are crucial to delivering a high-quality experience. Employees or automated systems often carry out these processes to ensure the service is delivered efficiently and effectively. Examples of backstage processes may include:

• Order processing: Tasks such as inventory management, order fulfillment, and shipping
• Customer service: Handling customer inquiries and complaints and providing technical support
• Quality control: Monitoring service quality, identifying areas for improvement, and implementing changes
• Payment processing: Processing payments, issuing refunds, and handling billing inquiries
• Data management: Collecting and analyzing data, managing customer profiles, and using data to improve the service

Mapping backstage processes helps identify areas where improvements can be made to ensure that the service is delivered smoothly and efficiently. It also helps ensure that the service is aligned with the needs and expectations of customers, even if they are not aware of the specific processes that occur behind the scenes.