Healthcare is dynamic and evolving very fast. For our organization, innovation means improving the lives of our members. How can we make their health care experience easier, more affordable and help them be at their best? Because we are designing solutions for different populations, we’re not limited to any single channel of health care delivery. Our team has designed solutions for employee engagement and wellness programs in areas such as member experience, behavioral health, and diabetes.
We’ve built an integrated team with an array of diverse subject matter experts. We have designers, clinicians, care management nurses, employees with analytic backgrounds, an information technology and cyber security team and researchers working together, all interwoven in their work to support members.
About C1 Innovation Lab
The C1 Innovation Lab was built on the strong foundation of Blue Cross and Blue Shield plans in Texas, Illinois, Montana, New Mexico, and Oklahoma.
C1 stands for customer-first culture. Our organization is committed to improving the customer experience, complementing existing functions, and infusing innovation into our daily operations.
The C1 Innovation Lab is positioned in the West End of Dallas to work directly with national employers on developing new solutions that make health care more affordable and improve health outcomes for our members. Texas serves as our largest growth market and many of our largest employer groups are based in North Texas.
Our co-located operational performance teams work side by side, in customer pods on-site at the C1 Innovation Lab. This arrangement enables customer service advocates and medical and behavioral health clinicians to function as an integrated team. They collaborate and provide support to our members in real-time.
These teams currently service thousands of members from more than a dozen national employer groups. Our innovative model allows for scalability across our portfolio. The “Power of the Pod” allows our members to be serviced more effectively and more efficiently than ever before.
The C1 Innovation Lab is also home to our dedicated design team that is composed of researchers, data scientists, and designers who use human-centered design methods to gather research and insights to create meaningful solutions that will resonate with employee populations.
The design team facilitates design sprints, an approach to problem solving and innovation which is grounded in design thinking. Through ethnographic-style fieldwork, and live ideation sessions, the design team accelerates the pace of customer first innovation for national employers.
Another important aspect of our culture is working collaboratively with internal and external stakeholders. Our C1 Innovation Lab space is available for clients, providers, consultants and academic centers to enter into partnerships.
We also meet in our collaboration space to work on internal design thinking projects, discuss member cases, and explore new ideas. Collaboration between the design, care management and customer service teams add value for our customers, creating a shared view from the member and employer perspective.
We opened the Cyber Fusion Center within the C1 Innovation Lab to ensure the safety and security of our members’ data as we innovate. The information security team collaborates to ensure that our entire organization is protected against technological threats. The Cyber Fusion Center operates 24/7 year-round, with resources permanently located on-site at the C1 Innovation Lab.
The approach that we take in addressing these challenges is to design for real-life applicability. Our prototypes are designed to cut through — and even solve for — some of the complexities of life while bringing value and better health to members.
The C1 Innovation Lab is truly a laboratory and a space to be able to build and develop concepts that impact clients, members, our organization, and the health care industry for the better.