Frontline workers make up 82% of the workforce, yet are often disconnected by lagging technology. A strong frontline mobile experience powers greater productivity and translates to customer value.
Hybrid and remote work models have become more prevalent and permanent for companies around the world after the global pandemic launched the shift more than five years ago. Leaders have since invested heavily in digital solutions to help their teams succeed in remote environments—connected cloud systems, video software, collaboration tools, and more.
Yet a crucial employee group has been left on the outskirts of this evolution: frontline workers. There are more than 2.7 billion of them worldwide, often serving as the first and most direct connection to customers, but the frontline employee experience hasn’t received the same level of digital investment as office-based teams.
Forbes reports that fewer than 1 in 4 frontline workers say they have the digital tools they need, and 80% say they don’t get enough connection opportunities at work. As the AI revolution accelerates across the business world, digital gaps for frontline workers will only grow without action from leaders to close them.
The transformation starts with a solid frontline mobile experience, allowing deskless workers to stay connected with their teams and have access to the tools and support they need to be effective in their roles.
Less than 1 in 4 frontline workers say they have the digital tools they need.
Frontline workers interact directly with customers, clients, and other end users, and their roles require them to be physically present for the majority of their workday.
They’re the foundation of consumer-centric industries such as retail and hospitality as well as essential care and service sectors such as healthcare, public service, and social services. (Note that deskless workers don’t have a designated traditional office setting or workspace; they can also be frontline workers, if they work with customers or clients.)
As the frequent first touchpoint on the customer journey, frontline employees are an important external representation of their company and its values. A good frontline employee experience is typically reflected in a positive customer experience, too.
Digital and mobile tools play a central role. Research shows workers who have technology that enables productivity are 158% more engaged and have a 61% higher intent to stay with their company long-term. This is a massive advantage for the frontline workforce, where burnout and turnover are often more prevalent.
Some of the critical tools and mobile apps frontline workers need include:
A strong digital and mobile frontline toolset keeps employees connected and informed no matter where they are on the job. In turn, they feel more equipped to do their jobs well and happy in their roles, and common frontline worker challenges like employee burnout, safety, and digital equity concerns are reduced through reliable communication.
Because frontline workers are moving across worksites and facilities, the digital experience is mostly a mobile experience. So what does it mean to offer a strong mobile frontline experience today? It starts with the right tools, but it also requires leaders to embed those tools into daily work and empower teams to use them in ways that drive productivity and value.
Native apps are built specifically for iOS or Android and offer the fastest performance, strongest offline reliability, and full access to device features, ideal for everyday actions like scheduling, time-off requests, HR self-service, quick training, and manager communication..
Web apps run through a mobile browser. They’re cheaper to build but often slower, less responsive, and limited in functionality..
For frontline teams who need immediacy and consistency, native apps should be the standard to anchor the experience, with web or hybrid options used to support non-urgent tasks.
Frontline roles require being frequently on the move, and mobile experiences should remove the friction workers face when trying to handle routine HR or operational tasks throughout their workday. Instead of routing simple actions through managers or desktop systems, give workers direct access from their phones.
This includes checking schedules, requesting time off, viewing pay information, or completing required training (and the like). When employees can handle these tasks quickly and easily from their mobile devices, they can stay focused on higher-value responsibilities.
Frontline managers need the same level of access. Their days also involve constant movement and real-time decision-making. Mobile tools for approvals, scheduling updates, HR reviews, and team alerts help managers resolve issues faster and stay continually connected to their teams without stepping away from the worksite.
Workers want intuitive user experiences with their workplace tools, yet it’s still a challenge for most modern employers. Less than a third of employees today say their tools are “working well” even as capabilities like AI and cloud continue to advance potential capabilities.
When it comes to a strong frontline mobile experience, meeting usability expectations is a must. This demands intentional design built for frontline settings with features like:
When mobile tools reflect the realities of frontline environments and are genuinely easy to use, workers adopt them more quickly and more readily use them in their daily work.
Employees who have technology that enables productivity are 158% more engaged in their work.
Teams learn best when technology is introduced through the lens of real work, but training can often get lost in the mix of adoption and implementation. Make it a priority to build mobile use into onboarding and professional development, and demonstrate with real-world examples how a tool should be used in practice.
Reinforce habits during handoffs and team meetings so mobile becomes the natural way work moves forward. Managers should model the same behaviors to anchor a consistent experience across the team.
As the people actually using the technology for its intended purpose, frontline workers have the best perspective on how effective mobile tools are in practice. Maintain open lines of communication between team leaders, tech developers or vendors, and the employees using the tools. This builds trust with teams and provides firsthand insight on how to improve.
Further, treat employees feedback as part of the product cycle. Regular iteration keeps the tools aligned to real conditions on the floor rather than assumptions in a meeting room.
The employee experience is a defining factor in frontline retention.
The Workday global study of 3,000 frontline workers found that employee experience is a defining factor in frontline retention. Within the next three to six months, 20% of frontline workers plan to leave their jobs, yet 79% of workers who feel a sense of belonging at work have no plans to leave. Technology plays a major role in creating that sense of stability and connection.
Frontline workers are also raising their expectations. They want access to HR services, stronger support from managers, and a workplace where they feel included. Our results showed that frontline staff are 1,900% more likely to say their employer is not open and transparent if they lack the technologies required to do their jobs. Organizations that address these gaps position themselves to keep talent and strengthen frontline engagement long-term.
Top talent is at risk: 75% of industries currently show an increase in high-potential voluntary turnover. Understand the potential market impact and strategies to retain your strongest performers in this Workday report.
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