Shape the Frontline Employee Experience

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Many employee experience strategies are designed based on assumptions that do not reflect frontline realities such as limited access to digital platforms, shift-based work or irregular schedules, and variable physical work environments. As a result, employee experience efforts often fail to reach frontline teams.

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Our Advice

Critical Insight

Frontline workers don’t just support essential operations; they fuel its success through every product built and customer served. Designing the employee experience around the needs and daily realities of these workers is the key to powering high-performance and resilience that keeps organizations and society running smoothly.

Impact and Result

Tailoring employee experience tactics to frontline employees’ needs strengthens connection across the organization, enhancing talent engagement, performance, and retention.
Effective implementation and iteration of frontline employee experience tactics builds trust, sustained engagement, and commitment to the organization, which in turn contributes to positive organizational outcomes such as improved customer experience and growth.

Shape the Frontline Employee Experience Research & Tools

1. Identify frontline employee needs

Uncover organizational and frontline employee needs and translate them into clear goals to improve the frontline employee experience.

2. Select and tailor employee experience tactics

Choose, tailor, and define metrics for frontline employee experience tactics aligned with experience goals.

3. Implement tactics and plan for iteration

Prepare for implementation with clear accountabilities, communications, and an evaluation plan to sustain the frontline employee experience.

About McLean & Company

McLean & Company is an HR research and advisory firm providing practical solutions to human resources challenges via executable research, tools, diagnostics, and advisory services that have a clear and measurable impact on your business.

What Is a Blueprint?

A blueprint is designed to be a roadmap, containing a methodology and the tools and templates you need to solve your HR problems.

Each blueprint can be accompanied by a Guided Implementation that provides you access to our world-class analysts to help you get through the project.

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Get the help you need in this 3-phase advisory process. You'll receive 8 touchpoints with our researchers, all included in your membership.

Guided Implementation 1: Identify frontline employee needs

Call 1: Outline the driving need to enhance the frontline employee experience.
Call 2: Inventory frontline employee segments in scope and plan for data analysis to uncover employee needs.
Call 3: Categorize frontline employee needs and translate them into employee experience goals.

Guided Implementation 2: Select and tailor employee experience tactics

Call 1: Select and tailor employee experience tactics to fit frontline realities.
Call 2: Define metrics to track experience goals and the success of selected tactics.

Guided Implementation 3: Implement tactics and plan to iterate

Call 1: Outline accountabilities for implementation and plan to roll out tactics with prioritized employee segments.
Call 2: Tailor communication plans to support tactic adoption and equip frontline managers with resources to sustain a positive experience.
Call 3: Plan to evaluate and iterate employee experience tactics as needed.