A comprehensive roadmap for frontline learning

4 steps to make learning valuable for your frontline

Getting frontline employees into a learning system is just the start. Every login is an opportunity to add value—and every misstep can turn employees away. When content feels irrelevant or inaccessible, you risk losing their trust. So, how can you ensure that each interaction hits the mark?

The answer lies in creating value during every learning session. Even required compliance training should feel purposeful.

Consider your local hardware store, where associates face the challenge of understanding thousands of different products. It’s impossible for them to know it all—especially when they’re new. The key is to equip them with the right training, delivered at the right time.

Our research shows that frontline employees often have a very different view of their training needs compared to what management thinks frontline teams want. For instance,

Ask your frontline teams directly what training they need to do their jobs better. Listening to their feedback can help you close the gap between corporate assumptions and actual frontline needs.

With the right approach, you can make learning a valuable, job-boosting experience that respects your employees’ time and delivers real results.

Here’s how to do it.

1. Go beyond one-size-fits-all training with personalization

For too long, frontline training has defaulted to a one-size-fits-all approach—understandable given the scale and urgency of training needs. But technology has evolved, making it possible to deliver personalized learning experiences that cater to individual needs, even at scale. This means serving the right training at the right time, in the preferred language or reading level, and ensuring every session feels relevant and impactful.

Instead of overwhelming employees with a content library that they have to learn to navigate, personalized learning directs them to what matters most for their role. This not only saves time but also makes each interaction valuable, helping employees feel supported in their learning journey and, ultimately, better prepared for their jobs.

2. Apply data to adapt and reinforce individual learning

In frontline training, a one-size-fits-all approach often misses the mark. It’s ineffective to provide the same basic training to both a seasoned employee with years of experience and a new hire. It’s a waste of time but, more dangerously, it can demotivate and frustrate your experienced workers.

Adaptive learning technology offers a smarter solution. By using data to understand each employee’s experience level and learning needs, you can tailor training to be more relevant and engaging. For example, experienced workers receive advanced content that builds on their existing knowledge, while newcomers get targeted support to grasp the basics.

This approach ensures that every training session is purposeful and effective. Instead of generic content, adaptive learning delivers precisely what each individual needs to excel, transforming training from a routine task into a powerful tool for personal growth and job readiness.

3. Integrate performance support tools within your learning tech

Simply providing training during onboarding or to check a compliance box isn’t enough. For a learning platform to truly add value, it must become a regular part of the workday. Many frontline workers rely on asking their peers or managers for help, which shows a gap in how learning tools are utilized.

To bridge this gap, integrate performance support tools into your learning technology. Imagine your learning platform not just as a repository for training but as an active resource that supports employees in real time. This means incorporating job aids, quick-reference materials and instant access to information directly within the platform. When workers can easily find the answers they need on the spot, they are more likely to return to the platform for additional content and self-serve solutions to common problems.

4. Leverage AI to provide real-time support with digital assistants

On the frontline, there’s no room for waiting or guessing. The shift from traditional training methods to incorporating digital assistants and AI in learning platforms is revolutionizing frontline employee support. Imagine having a digital assistant that’s not only accessible but also equipped with insights and guidance tailored to your team’s specific needs.

Case study: A hardware retailer’s AI-enhanced learning translated into exceptional customer service

Take for instance the story of a large hardware retailer with 1,700 stores and 280,000 associates. Thanks to digital assistants integrated into its learning platform, the company transformed the way its employees interact with training resources. This approach has led to remarkable engagement, with associates frequently using the platform throughout their shifts.

One standout story involves an associate who faced a customer inquiry about “electrical push connectors”—a term she wasn’t familiar with. Rather than defaulting to “I don’t know,” she accessed her learning platform on her mobile device, used Axonify’s Discover feature to locate the relevant training video, and then showed the customer how to find the right information. The customer not only found what they were looking for but also praised the associate’s initiative, noting it as a positive experience on their feedback survey.