How healthcare company Roche innovated the employee experience

  • Paolo Cagnotto
  • Customer Stories
  • Solutions
  • 2021
September 13, 2021

Healthcare employee experience: 3 healthcare workers look at a tablet screen.

Founded in 1896, healthcare company Roche has innovation in its DNA. When you’re in the business of creating new medicine and diagnostic tests for millions of patients across the world, innovation can transform lives.

My role is in our people and culture (P&C) team. For the past number of years, we’ve been looking for more agile, human-centric ways to improve collaboration and, ultimately, the patient and employee experience.

Our main goal is to operate as “OneRoche” by empowering more than 100,000 people to work better together and to innovate faster. We’ve set up a worldwide integrated network of talent and a personalized portal to help staff organize their workday and access support services fast.

A personalized approach

We wanted to enable a simple, automated, and consistent user experience to help our people be more productive. We also wanted it to be enjoyable, guided, and personalized.

When we set out to redesign the user experience, we needed to cater to two groups:

  • Employees and team leaders
  • The P&C team

Using ServiceNow HR Service Delivery, we built two portals: the People Portal for the first group and My P&C Workspace with additional functionality for the P&C team. We have a global presence, so our portals are available in five different languages. And that’s just one way we’ve personalized them for our users.

To access support, services, and knowledge articles, employees only need to log in to one place. They’re greeted by name and see a clean, simple interface that’s easy to navigate and has dynamic boxes for news feeds and recommendations tailored to each individual user.

A clear search bar suggests relevant articles and services as users type, or they can browse the catalog. If they need support, they can simply click on the chatbot, use live chat to talk to the P&C team, or even drop us feedback in the workflow if they think we can improve the portal.

Simplifying project management

For the P&C team, we took the basic functionality of the portal and created a bespoke workplace for staff to organize their workloads, search for colleagues with specific skills, or volunteer to work on the projects they’re interested in. They have three additional areas on the dashboard.

  1. Work Insights shows cases assigned to each P&C user, with all the information needed for them to decide what to work on next. Deadlines are clearly displayed to help users prioritize their workload. When a user is ready to work on a case, they simply select it and are routed to the relevant place in ServiceNow.

  2. The Project Insights area gives the team visibility into the wider business. They can share ideas that become “demands” if they get enough support and then convert into live projects when prioritized.

    At this stage, projects go into recruiting mode, and staff can register their interest in joining a project. Managers can then review the volunteers and choose the best possible team for each project, tracking its progress using the ServiceNow Project Portfolio Management module.

    When a project is complete, the team is dissolved, and the process can start again. This ensures we always have the best range of skills on each project.

  3. Everyone on the P&C team has a profile and uses tags to add or remove relevant capabilities. This helps project managers decide whom to recruit. It also means we can easily search to find out whom to direct a question to about a specific topic.


Becoming more proactive

In addition to giving people better access to self-service capabilities for knowledge and services, the portals help us work better together. We can assemble strong teams for new projects very quickly.

With all of these tools, we aim to boost productivity and engagement across the people and culture team. Members of the team can manage their own workloads and volunteer for the projects that interest them most, instead of being assigned work by someone else.

To find out more about Roche’s employee service transformation, watch the Knowledge 2021 session. Registration is free.

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