Services that work for your organization and the people it serves.
I'm Ashley Moon, a service designer and systems strategist who partners with small businesses, mission-driven organizations, and government agencies to improve how services are delivered, experienced, and sustained.
What is service design?
Service design is the work of making sure services actually work for the people delivering them and the people using them.
It's a collaborative and holistic approach to improving services and systems, like:
Streamlining the process of renewing a license by reducing in-person time with an online pre-application system and enhancing the in-person environment.
Simplifying the steps to access healthcare services by making information readily available, enhancing support systems, and creating an easy-to-use portal.
Developing a robust community engagement strategy that significantly boosts participation and leads to the implementation of community suggestions.
Fostering better communication within teams, resulting in decreased turnover, increased client satisfaction, and promoting an internal growth mindset.
Good service design is invisible. People notice when things are easier, clearer, and more worth their time. That's what I help you build.
Consulting
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Research
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Capacity Building
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Consulting • Research • Capacity Building •
How I can help
Whether you're looking for a quick outside perspective or a long-term design partner, I have a structured approach for where you are.
Diagnose what's not working
A fresh outside perspective — structured research and observation that reveals where your service is breaking down and why. You walk away with a clear picture and a prioritized list of what to fix first.
Design something better
Hands-on collaboration with your team to redesign the process, policy, or experience. Grounded in real research, tested with real people, and built to actually be implemented.
Build your team's capacity
Training, workshops, and coaching so your team can sustain improvements long after we're done working together. The goal is for you to own the outcomes, not depend on me indefinitely.
About me
Ten years of design, research, and community engagement in service of better services.
I work with small businesses, nonprofits, and local and state governments: organizations that are trying to serve people well, often with limited time and resources. My job is to make that easier.
I bring a human-centered, equity-focused lens to everything I do: interviewing the people who use your services, mapping how your processes actually work (not how they're supposed to work), and co-designing viable outcomes with your team so the changes hold.
I'm SDN Accredited, hold a Master of Design from the University of Michigan, and have worked with organizations ranging from community nonprofits to state and federal agencies.
Designing with heart and soul
How I approach the work
Every engagement starts the same way: I listen before I recommend anything.
I use a trauma-informed, equity-centered approach, which means paying attention to who gets left out of existing processes, not just who's already at the table. Research is the foundation. I interview the people who use your services, observe how things actually work, and map the gaps between intent and reality.
Then we design together. Co-creation isn't a buzzword in my practice. It's how I make sure the solutions we build are ones your team can actually implement and sustain.
Facilitating a Kids College Workshop where I shared insights from my collaborative work with 'Rodney Street Is…' and other incredible organizations. We explored creative approaches to challenging problems by asking, 'What does it mean to be creative and make a difference in your community?”
Not sure where to start?
Let's find out together.
In a free discovery call, we'll talk through what you're dealing with, what you're hoping to change, and whether working together makes sense. No pitch — just an honest conversation.