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:
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.
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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