Design to Empower People
I love conducting workshops. This is me facilitating a session at the Patient Experience Summit hosted by Cleveland Clinic in 2017.
This site highlights my portfolio of work in Service Design, Design Leadership, and Design Research.
Reducing Administrative Burden
How disaster survivors informed the design of a tool for removing sludge from federal assistance programs.
Design Leadership
How small but intentional changes impacted a growing HCD team and the larger company.
Patient Experience Design
How HCD improved a healthcare system’s service delivery for colorectal cancer, weight management, and pediatric asthma.
DataConnect: Answering big questions
How HCD helped introduce data analytics at CMS to answer complex questions about Americans’ health.
Homeowners vs. Contractors
How design research uncovered new market opportunities for a legacy building products manufacturer.
Safety and Driving
How everyday people’s perception of safety influenced a car company’s orientation to tech in vehicles.
Medical Oncology Research
Uncovering new ways to support clinicians in a changing world of medical oncology.
Comic Book Lovers’ Journey
Customer Journey Maps don’t have to all look the same. Comic book lovers showed how.
“Russell is that rare person who manages to combine the perfect balance of humour and play with rigour and integrity in his work. I’ve always appreciated his high standards and work ethic. It is a pleasure to work with him and to be challenged by his unique perspective on what we do.”
– Janice Wong
Principle Design Strategist at Amazon
Top photo © Cleveland Clinic
Russell Flench
Lives in Washington DC, USA. Works anywhere.
© 2026 Russell Flench. All rights reserved.
Russell Flench 