reimagining Tech for the Majority: Prioritizing Frontline Workers
For too long, technology designed to improve work has largely focused on the needs of those in customary office settings. Ironically, the very individuals facing the most significant workplace challenges – the hourly and frontline workers who keep essential services running – are often overlooked in the design process. Yet, these are the same people actively creating solutions to those very difficulties.
The objective shouldn’t be automation at the expense of workers, but rather to foster greater stability, predictability, and dignity in jobs requiring a physical presence. Unreliable schedules and last-minute shift changes aren’t simply operational problems; thay have a real human cost. Actually, more than 85% of hourly workers report that unpredictable scheduling negatively impacts their health and ability to plan their lives, according to research from San Diego State University. This instability extends beyond the individual, affecting families as well.Healthcare workers scrambling for childcare, retail managers missing school events, and baristas covering shifts to care for elderly parents are all examples of the everyday realities technology must address if we aim for a thriving society both inside and outside the workplace.
The potential for positive change is clear. when technology does work for people,the results are transformative: workers have clear visibility into their hours and earnings,can easily swap shifts without undue stress,and can rely on schedules that remain consistent. The demand for these improvements is considerable. 80% of hourly workers believe digital tools would enhance their performance, and 70% of frontline workers are actively seeking better technology, as reported by Deputy and Reach Capital respectively.This represents a significant prospect for innovation.
Therefore, I challenge technology builders, investors, and innovators to expand their understanding of the “user.” step away from the desk and engage directly with those doing the work. Visit a cafe before dawn. Speak with a nurse during their break.Observe a store manager navigating a last-minute crisis. Listen to their experiences. Then, design solutions informed by those realities.
The same level of care and attention to detail we dedicate to creating intuitive tools, providing real-time insights, and ensuring a positive user experience for desk workers should be the standard for those who keep the world functioning. By prioritizing their needs, we don’t just improve work; we build a future of work that genuinely reflects the experiences of the vast majority.
Ultimately, if we are serious about shaping the future, we must begin where the work is actually happening – with the real jobs that need to be done.
The opinions expressed in this article are solely the views of the author and do not necessarily reflect the opinions and beliefs of Fortune.
