Reducing the gap between what users know and what they need to know

Abstract

Universal usability [17] is currently impeded by system complexity and poorly-crafted interfaces which lead to confusion, frustration, and failure. One of the key challenges is the gap between what users know and what they need to know [17, p. 86]. This paper describes and presents early results from three related research projects designed to identify and close this gap and to examine how users might learn what they need to know.