Fallon Community Health Plan: Turning to Customers to Build a Better Health Plan
“The quality of information that we got out of listening was not only insightful but helped us deliver a product.”
Senior Vice President, Sales & Product Development, Fallon Health
Product: Health Insurance
Key Markets: USA (Massachusetts)
Fallon Community Health Plan (FCHP) knew that to stay competitive meant becoming more customer focused and relying even more on customers to address their frustrations and help create future services and offerings. Fallon needed innovative ideas to improve its health plan and better serve the needs of its customers.
How We Cracked It
C Space engaged 300+ customers to build a better health insurance plan and to re-imagine the delivery of health and wellness education. We quickly realized that with a complex product such as health insurance, people have questions – and were looking for a place to get information, to get answers, and to get healthy. Working together, customers generated ideas and provided input on the idea of a health plan retail store.
What We Achieved Together
Fallon launched a new service – inspired by customers – called the Healthy Health Plan, as well as brick-and-mortar health insurance information and retail centers, with the first test location receiving an unprecedented 1,200 individual visitors within the first 6 weeks of opening. It was a case of “if you build it, they will come”. Fallon was able to better serve its customers in new ways with their retail centers resulting in greater satisfaction and ultimately, healthier members.