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What We Do

Halverson Group helps service-based organizations reexamine, rethink and redesign their service delivery systems. In short, we make service systems more desirable, differentiated and useful for end customers, and more profitable, efficient and effective for businesses.

But, innovation in complex service systems isn’t easy—it must be research driven. That’s why we dig deep to reveal complex hidden patterns in service systems—by mining data in unique ways, shadowing employees throughout shifts, coding hours of video recorded interactions, performing task analysis using mobile-eye tracking glasses, and fully-immersing ourselves in all aspects of the service experience.

From insights to action, our clients in retail, education, hospitality and healthcare consider us the gold standard for delivering true innovation in service design. Our experience, capabilities, and rigor provide clients the edge they need to stay relevant and competitive in today’s market.

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How We Got Here

Halverson Group was founded in 1997 with the vision of fusing strategy, research and design to drive innovation for the rapidly growing service-based economy. Early on, we forged deep and lasting partnerships with McDonald’s and the U.S. Department of Defense while working to improve their complex, people-centric service systems. As a result, we came away with a unique set of principles, processes, and capabilities that are incredibly effective at improving service-based systems.

Now, nearly two decades later, Halverson Group continues to evolve the same vision of service innovation. Our experience working with many of the world’s most celebrated brands in retail, education, hospitality and healthcare has taught us that service solutions must be built on a deep understanding of people, context, technology, messaging, and the complex interplay between them. That is why we strive to build our team, methods, competencies and technologies to target each of these areas.

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