From client journeys to decisions we can act on

Earlier work gave us people to design with and ideas worth pursuing. This site brings those ideas together with the service-integration work already underway so we can test assumptions, compare approaches, and decide what to learn, build, pilot, and sequence next.

The planning question

What do we still need to learn, decide, and sequence to move service integration from promising ideas to practice?

Start with the people affected, check the real work already underway, and use the prototypes to make the next decision more concrete.

How to read this site

This is a planning environment, not a finished service. Unless a page says otherwise, the personas, integrated journeys, research reports, screening experiences, and PULSE scenes are prototypes or illustrative artifacts. Use them to support discussion, testing, and decisions—not as findings or approved designs. Only the initiatives listed in How We Integrate reflect real work.

Carrying the earlier work forward

The 2025 planning work gave DCHS a set of client-centered ideas. The five tools on this site provide a practical way to test those ideas, connect them to current work, and decide what to do in 2026.

2025 planning produced	Idea to carry forward	2026 planning tool	From idea to pragmatic next step
Janice and Aboul & Hossina personas and six-stage journeys Review Who We Serve →	Keep dignity, equity, and the client experience at the center of service integration while connecting promising ideas to the real portfolio of completed, underway, and planned work.	How We Integrate	Refresh our shared understanding of clients and stress-test proposals against their journeys. Then use that client lens to identify assumptions that need evidence, expose portfolio gaps and priorities, test dependencies and readiness, and sequence a small set of concrete commitments.
Journey maps and future-state concepts	Treat the mapped experience as a useful hypothesis, then learn from the people who actually live it.	How We Listen	Select a feasible research method and move the work from the whiteboard into evidence gathered with clients and frontline staff.
ONE DCHS — Standard Inclusive Intake	Create a consistent way to discover needs beyond the program a client first contacts.	How We Screen	Choose the smallest useful question set, define consent and routing, and name a cross-program referral pilot.
Resources in Action	Help staff understand programs across DCHS well enough to connect clients to them.	How We Spotlight	Decide what PULSE should teach staff, how often it runs, and who owns the knowledge that changes day-to-day work.

Five connected planning tools

Each section has a different job. Together they move from a client lens, through the current portfolio, to evidence, design choices, and implementation.

Shared design lens

Who We Serve

Use three composite personas and their current and integrated journeys to test where a proposal helps, where it fails, and what we still need to learn.

What would each person actually experience differently?

Real initiatives & a draft roadmap

How We Integrate

Review what is completed, underway, and planned; then use the five pillars and maturity model to test gaps, dependencies, priorities, and readiness.

What should move next—and what has to come first?

Research Methods

How We Listen

Compare eight CX research methods by the synthetic output each would produce, the effort and trust it requires, and whether the result could change a decision.

What do we need to learn, from whom, before we act?

Screening & Referrals

How We Screen

Test three screening approaches and four working prototypes, then define the question set, routing rule, referral path, and first pilot.

What is the lightest flow that can surface a need and lead somewhere useful?

The weekly PULSE

How We Spotlight

Use a prototype Monday-morning recap to decide what 650+ staff should see, what rotates, what it should help them do, and who supplies each part.

What should staff know on Monday morning that changes what they do over the coming week?

From artifact to action

A prototype earns its place by improving the next decision

Use an artifact, record what it reveals, and carry one thing forward: a decision, an assumption to test, a named pilot, a dependency, an owner, or a first step. Feed what is learned back into the personas, prototypes, and roadmap rather than treating any page as final.