What is Front-Line Workers

This qualitative study identifies design principles and delivery methods best suited for the retail industry with a focus on training front-line workers. This research identifies key design elements to aid retail organizations in choosing an effective online learning solution for their workforce. To provide clear and relevant design recommendations specific to the retail workforce, the scope of the research focused on learner characteristics, e-learning in the workplace, adult learning theory, as well as current design and delivery features available on the market. Through a meta-synthesis of qualitative research, findings indicate a need for soft skill development related to customer interactions. A list of design principles targeting soft skill development of the front-line retail worker is recommended based on both industry and academic research.