APHSA Annual Report 2018

• User Interviews: One of the foundational components of HCD is spending time with the actual users of the system and building empathy. A firm is working with MDHS, DOM and the vendors to conduct user research through interviews and techniques such as the “5 whys” to provide input into the design process; and • Usability Testing: Traditionally, testing is done by State staff and the vendor’s staff, but HCD puts a priority on testing with the end users. A firm will work with the vendors and the State to conduct task-based moderated usability testing.

STATE OF MISSISSIPPI In 2017, the Mississippi Division of Medicaid (DOM) struck a historic agreement with the Mississippi Department of Human Services (MDHS) , which gained the approval of a joint-Advanced Planning Document (a first for the State), and launched the Health and Human Services Transformation Project (HHSTP). DOM is implementing three modules and employing innovative approaches to unite Medicaid, SNAP, TANF and other potential programs such as LIHEAP/WIC. Goals of the project include improving and coordinating services and providing self-service capabilities, helping the “whole-family,” enhanced fraud and abuse initiatives and compliance. DOM and MDHS want to improve interoperability and integration in technology and improve case management. In the first phase of HHSTP, DOM and MDHS plan to implement three major modules: 1) Common Web Portal Module 2) Fraud and Abuse Module and 3) Data Hub Module. HHSTP is being realized through human-centered design (HCD) principles. HCD is a design and management framework that develops solutions to problems by involving the human perspective in all steps of the problem-solving process to improve the user experience. DOM used HCD concepts to define solutions that serve the needs of the users. Core decision components included: • Discovery Sessions: Convening sessions with actual users, county workers and IT staff to engage in a collaborative discovery effort to identify pain points, isolate features and product vision and feed the overall design process; • Journey-Mapping: Journey mappings are similar to process flows, but they are developed from the perspective of the user rather than the system. A firm worked with MDHS, DOM and the vendors to map the journey for users and identify pain points, positive interactions and improvements;

STATE OF MINNESOTA The Minnesota Department of Human

“[APHSA facilitators] have been just wonderful to work with — we’ve really benefited from your help and this technical assistance was great!! …You and your team have been so very helpful in moving us along with our ISBM plans!”

– Karen Mickelson, Project Manager, MN Department of Human Services

Services (MNDHS) , in partnership with its county and tribal partners, participated in APHSA’s Human Services Integration Institute. Before joining the Integration Institute, MN began a process of designing an Integrated Services Business Model (ISBM), to conceptually align the efforts of counties in integrated service delivery and drive the development of a statewide technology system modernization effort. Its principal aims in joining the virtual institute were to capitalize on APHSA facilitation toward utilizing the Value Curve and to understand the current state of program and service integration within MN, learn from peers seeking to integrate services around the country and initiate movement toward implementing integrated services across MN.

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