Corporate learning has long focused on delivering more content—more courses, more structure. But on the frontline, that approach often falls short.
Because for deskless employees, learning doesn’t happen in scheduled blocks. It happens in brief moments between tasks—and if training doesn’t fit those moments, it doesn’t get used.
Organizations like Jack in the Box are rethinking this model by designing learning that reflects the reality of frontline work.
Frontline employees are constantly moving and rarely at a desk, which leaves little room for traditional training. As Lisa McClure, Senior Manager of Restaurant Training at Jack in the Box, puts it:
“You’re talking about people who are not at computers all day… really they’re on the job, on the go—moments to train, not hours.”
That reality is driving a shift toward fast, actionable, and mobile, and searchable content employees can access, absorb quickly and apply immediately.
Frontline environments are incredibly diverse. At any given time, teams include new hires, experienced managers, and employees with very different learning preferences.
That’s why Jack in the Box takes a layered approach to training. Stephanie Lauridsen, Manager of Training, Learning Technology and Design, explains:
“We’re almost never picking just e-learning or just a job aid … it’s understanding what they need at each point in the process.”
By combining video, job aids, and on-the-job resources, they ensure learning works for everyone—whether it’s day three or year thirty.
On the frontline, engagement isn’t a bonus—it’s essential.
For a QSR brand like Jack in the Box, known for its bold, playful identity, training has to reflect that same energy. As McClure notes:
“If our training doesn’t feel that way for employees, there’s a disconnect.”
When learning aligns with culture and experience, employees are more likely to engage—and that engagement leads directly to better performance.
Modern L&D teams are also looking beyond completion rates to understand what’s actually working, and ensure employees can apply what they learn on the job.
By reviewing engagement analysis, Jack in the Box is able to identify video drop-off points and field feedback, so they can continuously refine its approach. As Lauridsen explains:
“When you have your analytics in place, it helps you figure out what the right questions are to ask.”
Ultimately, the answers show up where it matters most: on the job, in performance, and in the customer experience.
