Bruce Criscuolo

• Spearheaded digital engagement strategies that significantly enhanced user interaction and satisfaction, leading to increased customer loyalty and revenue growth.
• Led the digital transformation of client products and services, successfully transitioning legacy systems to modern, user-friendly digital platforms, resulting in a measurable improvement in operational efficiency.
• Client-facing practice leader responsible for the design of the end-to-end experience using a talented multidisciplinary mix of experience, content, research, and design professionals.
• Played a leadership role in the redesigns of many well known services and products by streamlining user interfaces, removing bottlenecks and enhancing usability, which led to a substantial increase in efficiency and reduction in customer support inquiries.
• Front-line practitioner and lead researcher involved in planning and execution of research plans and plans for ongoing research such as ethnographic research, customer interviews, field testing and user testing sessions. to gather insights for product development and feedback on proposed designs.
• Recognized for exploring innovative ways to generate hard-to-collect user insights while eliminating any biases.
• Established a data-at-all-costs approach that ensure decisions are driven by data.
• Successfully mentored and developed teams of junior designers, many of whom have progressed to senior roles, reflecting my commitment to talent development and team success.
• Pioneered the integration of generative AI into processes, increasing efficiencies and operational optimization.

PSEG - Holistic Customer Experience and Digital Engagement

Role: Principal Designer

• Led the redesign of PSEG’s digital presence, creating a unified, customer-centric ecosystem across all channels.
• Conducted extensive ethnographic research and field research.
• Developed a detailed set of personas and mapped engagement patterns. strategy, and delivered key design assets, resulting in improved customer engagement and satisfaction.

HCA Healthcare - Florida Pilot Project

Role: Principal Designer

• Led UX design for HCA’s digital platforms, focusing on enhancing user experience and brand consistency.
• Facilitated a pivotal 3-day workshop and delivered key design assets to establish a standard for future initiatives.
• Creation of detailed design systems and component driven development

Home Warranty Company - Claims Experience Transformation

Role: Principal Designer

• Directed the design of a future-state claims experience, creating a comprehensive Service Blueprint.
• Recognized with 2023 Award for EPAM's Global Project of the Year for Award of the teams work on Integrated Consulting.
• Groundbreaking work using process value targeting methods to maximize value.

J&J - Print Services - Production Print as a Service / Portal

Role: via EPAM - Lead Researcher - End User Services

• Led user research and testing for the J&J Print Services Portal, designing and executing remote resonance tests to validate UI designs.
• Managed participant recruitment, created test plans and prototypes, and distilled findings into actionable insights that informed the platform’s development.
• Engaged data teams to analyze data with AI assistance. The result was extensive awareness of spending trends.
• Executed Quantitative Surveys to identify patterns

Janssen Pharmaceuticals (Canada) - HCP Commercial Portal

Role: Principal Designer

• Spearheaded UX/UI design and strategic planning for Janssen’s digital platforms, aligning them with business goals and ensuring brand consistency.
• Led the creation of strategic proposals and lighthouse envisioning towards MVP deliverables.

Merck – Global Pricing Platform

Role: Principal Designer

• Led the modernization of a global pricing platform.
• Guided the team on uncovering and justifying features and functionality.
• Provided design support during development of our envisioned user-centric experience.

Merck - Content Management Tool

Role: Principal Designer

• Managed the design and phased rollout expansion of a content management tool.
• Collaborated weekly with BA’s, Solution Architects and stakeholders to identify and refine functionality on our strategic roadmap.
• Focused on aligning user feedback with business goals to enhance the tool’s capabilities.

Walgreens - Mobile Application Onboarding

Role: User Research Lead

• Conducted resonance testing to validate the onboarding process for the Walgreens mobile app.
• Managed the end-to-end research process, including screener creation, test planning, and distillation of insights into actionable recommendations.

Philips Healthcare - B2B eCommerce Platform

Role: Principal Designer

• Collaborated with global teams on digital transformation of B2B eCommerce platform.
• Facilitated ethnographic research and workshops to create a future vision for the platform, ensuring alignment with Philips’ digital transformation goals.

• 2023 EPAM Global Project of the Year - Awarded for our efforts identifying the current claims process and ideating on a future state process that significantly reduces friction.
• 2024 EPAM Global Pitch of the Year - Awarded for our teams innovative ideas, storyline, and prototype that weaved AI into the company's future vision.

• Certified Usability Analyst (CUA) - Human Factors International - 2004

Thesis Reviewer at Thomas Jefferson University School of Design & Engineering

• Review and comment on Master's Thesis presentations from 2nd year students.
• Serve on a panel alongside esteemed design professionals to review and offer critical feedback.