Behind the Scenes: An Interview with Diona’s Head of Product Development
Technology plays a crucial role in transforming how Health and Human Services (HHS) agencies deliver support to vulnerable populations. Giles Murnin shares his thoughts on how Diona’s purpose-built solutions are shaping the future of state and local HHS programs.
Understanding Needs Through Collaboration
Diona takes a highly collaborative approach to product development, working closely with state and local human services agencies to identify their unique needs. A standout example is the development of Diona Self Service, which evolved from direct customer feedback during the implementation of Diona Uploads. Joint Application Development (JAD) sessions with agency staff, coupled with real-world observations, revealed critical insights into how end-users interact with technology—leading to innovations tailored to these behaviors.
“Our customers are the agencies, but their clients are often the end-users,” Murnin explained. “We incorporate feedback at every stage, from prototype to product, ensuring enhancements provide value across our customer base.” This collaborative model not only improves individual implementations but also informs the broader product roadmap, benefiting all existing and future customers.
What Does "Purpose-Built" Mean?
When Diona says its solutions are “purpose-built,” we mean it. Unlike general platforms that require extensive customization, Diona’s solutions are designed specifically for HHS programs.
“Take the concept of a ‘case,’” Murnin noted. “In HHS, it means something entirely different than in manufacturing or transportation. Right out of the box, our software is recognizable and relatable to HHS professionals.”
This focus allows agencies to quickly configure the solutions to their specific processes while minimizing training time. Additionally, domain-specific extensions enhance the standard implementation, eliminating the need for solution customizations.
Designing for Real-World Use
Balancing technical demands with the realities faced by human services workers is a challenge Diona embraces. Some of the workers engaging with these solutions have limited prior experience with complex technology solutions.
“Our goal is to deliver highly intuitive solutions that bring immediate value,” Murnin shared. “For example, while families may not have Wi-Fi or computers, most have smartphones with data plans. By focusing on native mobile design, we meet users where they are.” These solutions require little to no training when implemented, because they follow mobile operating system design standards, making them extremely intuitive and easy to use.
From a workforce perspective, training strategies are tailored to teach workers how to incorporate these solutions seamlessly into their existing workflows and processes—ensuring technology complements, rather than disrupts, their engagement with clients and families.
Making an Impact
One of the most inspiring examples of Diona’s impact is their work during the COVID-19 pandemic. Like many jurisdictions, in New York City and Washington, D.C., agencies faced skyrocketing demand for services like SNAP.
At the time, D.C. had no ability to accept electronic applications or documentation submissions. Diona was able to quickly implement Diona Self Service allowing D.C. to provide this service via a mobile channel to clients in need at an incredibly difficult time.
In New York City, significant investments in their existing channels and streamlined processes had already paid off by dramatically expanding their client self-service capabilities and reducing rejection rates. Leveraging these advancements, they quickly scaled and adapted to handle a surge in submissions driven by public demand.
“Our technology created immediate efficiencies,” Murnin said. “It gave agencies the tools they needed to respond to an unprecedented crisis.”
Overcoming Challenges
Most technology projects often face significant challenges in terms of requirements, technical complexity and accessibility. Overcoming these challenges can be partially mitigated through purpose-built design and experience. Diona solutions integrate seamlessly with existing infrastructure, streamline workflows, and enhance data sharing across agencies. By leveraging scalable, secure, and customizable technology, state IT projects can reduce inefficiencies, meet compliance requirements, and deliver improved outcomes for citizens—all while staying within budget and on schedule.
Diona solutions are designed to work on a variety of devices and operating systems to improve acceptance and client experience. “Accessibility is critical,” Murnin emphasized. “It’s not just about meeting requirements; it’s about designing solutions that truly work for everyone.” Diona solutions are designed to empower agencies to tackle their unique challenges with agility and precision.
Scalable, Adaptable, and Future-Proof
Diona has spent a lot of time thinking not just about the front-end design, but also the configuration, implementation and performance. Diona’s solutions are designed with scalability and adaptability in mind. Whether an agency has twenty users at the county level or thousands at the state level, the same software can be configured to meet their needs. The approach to integration with legacy or modern solutions is easy to understand and considerate of the varying needs of customers.
Technology is ever evolving and must be built with an eye toward changing needs and emerging technologies. “Future-proofing is baked into our design,” Murnin explained. “We ensure that updates align with device standards, so our customers and their clients benefit from the latest innovations without disruption.”
Innovations Shaping the Future
One of Diona’s recent innovations is the implementation of Diona Connect, which is designed to support child welfare stakeholders access relevant information and enable communications with one another, as well as the agency caseworkers. The Discussions feature is aimed at improving foster parent engagement and retention. By facilitating real-time, team-based communication within the case management system, it reduces email volume for caseworkers and ensures timely support for families.
Looking ahead, Murnin is excited about the potential of mobile technology to expand self-service capabilities and alleviate workload pressures. “Many agencies haven’t fully embraced these solutions yet,” he noted. “But the benefits are immediate and proven.”
Final Thoughts
Diona’s commitment to purpose-built solutions and user-centric design ensures their solutions make a meaningful difference in the lives of both agencies and the people they serve. As technology continues to evolve, Diona remains dedicated to exploring responsible, impactful applications for these innovations—always with an eye on the future. You can learn more at Diona solutions.