12 Once a Beginner: Supporting Evolving Usage Patterns
The knowledge, skill, and experience of users affect how they use systems of all kinds. As introduced in Chapter 4, role incumbents can vary in several forms of expertise or ability: in knowledge of the application domain, in knowledge of the system supporting that domain, and in proficiency in using that system or application. In this chapter, we will look more closely at the user interface design implications of system knowledge and proficiency.
Beginners, first-time users of software, have been among the most abused and neglected constituency in information technology. They are also among the most catered to and coddled. The revolution in software usability that began ...