What We Do
In an era of where companies and products are largely commoditized, we believe the greatest opportunity to stand out exists in the way service is delivered to customers. For each company, though, uncovering exactly what that service is and how it should fit their existing system is the challenge. At the Halverson Group we help service-based organizations reexamine, rethink and redesign their service delivery systems.
In doing so, we recognize that every client situation is different and should start with an understanding of the company culture and organization before moving to the customer perspective. But even digging deeply to identify service design opportunities is a waste of time and effort if solutions can’t be made real and tangible.
Whether mining data in unique ways, shadowing employees throughout shifts, coding hours of video recorded customer interactions, performing customer task analysis using mobile-eye tracking glasses or using ethnographic practices, strategizing service solutions or helping to implement them, our goal for clients is to make service more desirable, differentiated, useful for end customers, and more profitable, efficient and effective for businesses.
Featured Projects
Wireless Retailer Re-Design
Competition in the wireless phone market is a well-documented story. To maintain their edge, U.S. Cellular sought to study the ...
Next Gen QSR Concept Evaluation
McDonald’s developed three prototype test restaurants to address a range of emerging trends. The Halverson Group evaluated a number of areas ...
Amping Up Conversion
As a result of the recession and customer confidence, Famous Footwear sales had been falling for six straight months. Rather ...
Designing a High Performance Culture
Activision, video game publisher, was looking to energize its performance culture. The goal was to establish a “common language” about ...
The Coke Freestyle Question
The Coca-Cola Company developed a groundbreaking touchscreen soda fountain that offers consumers a choice of 106 difference products and flavors. The ...
Renewing the Customer Experience
Levolor, a leading manufacture of high-end window treatments, was concerned about how their products were being marketed in big box ...
