Russell Flench

Russell Flench

Director, Service Design

As senior service design strategist, Russell helps the U.S. Social Security Administration (SSA) relieve the burden on its call centers and field offices by driving business to its online presence. He helps Bixal define how it advises clients from a service design perspective, which includes service ecosystems as well as digital solutions.

Before joining Bixal, Russell helped build human-centered design practices at an academic medical center with hospitals in the United States, Canada and United Arab Emirates, as well as a building products manufacturer based in Paris. He has consulted across industries while at a small design firm in Silicon Valley. Russell has a bachelor’s degree in fine art from the Cleveland Institute of Art, a master’s degree in design from the IIT Institute of Design in Chicago, Ill., and a certification in innovation tools and process from the Design Management Institute. Russell is also the recipient of a 2013 Core77 Service Design Award. When he’s not working, Russell enjoys bicycling and motorcycling. He once traveled across country on a motorcycle, logging more than 6,000 miles from his hometown, Cleveland, Ohio, to San Diego, Calif., and he’s known for his “bad dad jokes.”


  • Design Research
  • Human-Centered Design Methodology
  • Healthcare Service Design

Bucket List

Bicycling across the country.