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Frontline workers constitute roughly 80% of the global workforce, but almost a quarter lack access to the digital tools they need to do their jobs effectively. Moreover, while the proportion of deskless workers has remained relatively stable over the years, the continuing shift to remote and hybrid work has raised some similar challenges for traditionally office-based employees. The result is a growing demand for more inclusive digital tools that address the needs of diverse workforces and ever-changing operational models.
Up until a few years ago, companies largely depended on ad hoc digital solutions, such as email and video conferencing platforms, to support both their frontline workers and remote office workers. Intranets typically functioned as private digital spaces that corresponded to the physical footprint of the company. They simply weren’t adequately equipped to support frontline workers, who often lack access to company-issued devices and secure digital workplaces.
But things have changed. Vendors have expanded the intranet features available, becoming more versatile and deeply interconnected with both internal and external systems and resources. They provide the privacy, security and confidentiality of internal networks with the familiarity, functionality and usability of the internet itself.
With that in mind, here are four fundamental features and functions such an intranet should have:
1. Accessibility: Simplify Onboarding Processes for Quicker Adoption
User experience becomes vital the moment a frontline worker tries to log in. Whereas deskbound workers will often authenticate through a business email address, that isn't the case with deskless workers, many of whom do not have or need a business email address. Another factor is the ease in which a frontline worker can log in on their mobile device. Alternate authentication methods include single sign-on (SSO) using services like Google SSO or OAuth, QR code or badge scanners, mobile number identification or biometric authentication.
Case in point: In a fast-paced retail setting, frontline staff probably don’t have time to log in using shared terminals or email accounts, making QR codes or mobile number authentication preferable for quick access.
2. Mobility: Support Workers Who Are Always on the Move
Unlike remote office workers — who are typically equipped with a company laptop so they can work from home — frontline workers tend to be constantly on the move. This makes accessibility on the small screen of utmost importance — whether your workers are using personal mobile devices or ones provided by the company. In the case of the former, a mobile-ready intranet solution should support bring-your-own-device (BYOD) policies and be segmented in its own cloud environment. This is vital both for protecting workers’ privacy and for reducing data security risk for the company.
Case in point: In a healthcare setting, where the ability to review patient information on the go is critical in the quest for better patient outcomes, mobile-ready solutions ensure instant, secure access to vital tools and resources.
Related Article: 3 Distinct Challenges for Frontline Worker Digital Employee Experience
3. Usability: Make Everything Accessible in One Place
There’s also a clear need for simpler and more intuitive interfaces that offer an instantly recognizable user experience. It’s not just about ‘shrinking’ down a regular corporate intranet for the small screen — you also need to make all the necessary tools and resources accessible in one location. This will save your workers from having to remember multiple sets of login details or switch between different apps. For instance, an intranet tailored to the needs of frontline workers might include instant links to other apps, including external ones where they can track their pay slips, access training resources or clock in and out of work.
Case in point: In a retail setting, managers and supervisors might benefit from instant access to things like sales performance dashboards and scheduling systems, while clerks might need access to product databases and real-time inventory updates.
4. Personalization: Augment User Experience With AI
Workers won't use what doesn't help them work. Having access to relevant tools and content is therefore paramount for achieving high adoption rates. But work isn't only about filling out forms and accessing pay stubs. It’s a good idea to create channels for informal conversation too, as it can help your frontline workers stay connected and engaged with their colleagues and the back office.
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Finally, and perhaps most importantly given the advancements of the last few years, intranet vendors are increasingly incorporating AI copilots to help workers find the information they need even faster. These digital assistants can deliver timely updates, provide quick answers to everyday questions and help workers better organize their days and responsibilities.
Case in point: In a logistics warehouse, drivers might use an AI copilot to optimize delivery routes based on real-time traffic conditions or receive instant updates to schedule changes, while warehouse staff might use such a tool to track inventory trends.
Related Article: The First Step in Better Connecting With Frontline Workers
Balancing Security, Privacy and Frontline Worker Employee Experience
While employee experience should always be at the heart of your digital workplace strategy, you can’t afford to overlook the importance of security and privacy. After all, having frontline workers access and use company resources on the move also opens up new avenues for potential adversaries, as well as insider threat – either accidental or malicious. That’s why it’s imperative that you carefully balance security with innovation. Fortunately, having everything in one place in the form of a modern intranet also makes things easier for the IT team — whether it’s providing helpdesk support or for tracking logins and activities for compliance or security auditing processes.