MNIT and DHS Service Design

The Minnesota Department of Human Services (DHS), one of the largest consumers of state technology services in Minnesota, has made “improving the user experience” an explicit component of their 2018-2020 strategic plan for modernization. Internal leaders at DHS and MNIT are looking to communicate and demonstrate to DHS employees and partners what it means to be “person-centered” in order to integrate and simplify existing programs and technologies.

In order to successfully undertake this massive culture change, DHS wants to create a set of actionable resources that can be leveraged by DHS leadership, technology specialists, case managers, and care practitioners to support the development of experiences that better meet the needs of the citizens they seek to serve. Modeling DHS’s definition of a “person-centered approach”, these tools will help DHS employees and partners envision and employ new ways to serve their users in a more meaningful way. Advanced tools may even propose mechanisms for training staff in ways of including users in the evaluation of the proposed changes.

The Problem

Minnesota IT Services (MNIT) and the Minnesota Department of Human Services (DHS) want to implement a person-centered approach to all of their service offerings so that they can serve the needs of people who need help.


  • Interviews
  • Journey Maps
  • Service Design
  • Prototype


  • Sketch
  • Pages

Journey Map

Journey Map - Client Interaction to Request Services

Service Blueprint

Service Blueprint - Client Interaction to Request Services

Next Steps

From the final findings and recommendations report, MNIT will move forward on how they want to implement a person-centered approach in DHS service offerings.

Related Links

Minnesota IT Services: Person-Centered Design – February 14, 2019