Service Design improves the direct internal user but also has many positive effects for the external customer helping UX teams define more robust product features.
We focus so much on the direct user, we often forget in Service Design that there is a secondary customer that is indirectly affected. By considering how features affect not only the internal user but also the external customer, experiences can be more robustly defined. Nuances can be added that significantly improve internal and external ROI.
The presentation discusses in detail how different aspects of service design UX have direct as well as indirect impact and what those impacts mean to the project.