The Challenge
In-Person Training Was Hard to Coordinate at Scale
Dillard’s historically trained associates through in-person classroom sessions of approximately 30 people at a time. While effective in theory, this approach became increasingly difficult to manage and costly across a distributed workforce.
Key challenges included:
- Associates had conflicting schedules that made it hard to attend training on specific dates and times
- Many associates lived far from training centers, increasing travel costs and time away from the sales floor
- Training relied on complex coordination among instructors, locations, and full participant groups to maximize the return on learning investment. Product knowledge and trend updates were often delayed while waiting for training sessions to be scheduled
- Readiness varied by store, instructor, and timing
As a result, associates were not always getting information when they needed it most, on the floor, and just-in-time to address customer needs. Dillard’s needed a way to meet associates where they are, while delivering timely, relevant knowledge without waiting on classrooms, calendars, or logistics.
The Solution
Associate Speed to Readiness through Learner Mobile
Dillard’s shifted core training to Learner Mobile, digitizing key learning content and delivering it through mobile, self-paced microlearning.
Instead of pulling large groups off the floor for scheduled sessions, learning became available anytime, anywhere, and tailored to individual experience levels and job roles – all in the flow of their work.
In-person orientation was reduced to 1–2 days and focused on essentials, while the rest of the learning experience moved onto Learner Mobile.
How Dillard’s Uses Learner Mobile
Self-Paced Learning on Learner Mobile
- Associates progress based on their experience and confidence
- New hires revisit content as needed; experienced associates move quickly
- No one is held back by a one-size-fits-all schedule
Microlearning for Faster Absorption
- Training delivered in short, focused lessons
- Complex product knowledge broken into practical, usable pieces
- Easy to consume content between shifts or before customer interactions
On-Demand Access on the Floor
- Associates access Learner Mobile directly from their devices
- Information is available right before a customer interaction, not days earlier
Real-Time Updates with “Daily Dose”
- Trend-driven updates are pushed instantly to the field
- Example - if a celebrity makeup look trends during the Oscars, guidance can be shared immediately so associates are prepared the very next day
- Every store receives timely information relevant to their market
The Results
Faster Readiness, Stronger Performance
By moving training onto Learner Mobile, Dillard’s achieved:
- 40% faster speed to job readiness through self-paced microlearning
- Shorter, lower cost, and more efficient orientation periods
- More consistent knowledge across stores
- More consistent knowledge across stores
- Increased associate productivity on the sales floor
Associates spend less time waiting for training and more time serving customers with confidence.
What Leaders and Associates Are Saying
“The app is agile and timely for teams to get real-time information. The improved search features make the tool unstoppable, and I love the push notifications that get trendy or important updates out quickly. It’s fun, social, and not sterile as associates can talk to each other through it. There are great elements all around.”
Sandra Palacio-Wadley,
Senior Sales Director, Dillard’s
“It’s my one-stop shop. I can always find what I’m looking for on the app, and it builds my confidence so much."
Dillard’s Associate
Business Impact
- Training adapts to the associate, not the classroom
- Orientation becomes a starting point, not a bottleneck
- Knowledge is always current and always accessible
- Managers spend less time retraining and more time coaching
- Associates are confident, informed, and productive faster
- Customers are better served and sales are elevated through bigger baskets
Learner Mobile enables Dillard’s to get the right information to the right people, exactly when it matters.
The Takeaway
By delivering training on Learner Mobile, Dillard’s created a faster, more flexible learning experience that supports real-time retail needs and helps associates show up ready to win the day.
