“A great user experience on the web site doesn’t mean squat if this back stage ‘content choreography’ goes wrong. So I’ve been saying that it is essential to consider the entire network of services that comprise the back and front stages as complementary parts of a ‘service system’. We need new concepts and methods in service design that recognize how back stage information and processes can improve the front stage experience.” (Robert J. Glushko – DocOrDie)