I work for a company that builds patient safety software; basically a records management system. However, a large portion of the application is focused on administrative tasks that do not bear any relation to tasks in the real-world domain. Some of these tasks are common to many applications - form design, user and permissions management - but others are more unique to the application, such as creating codes for categorising records and putting these codes into hierarchies.
My question is how can I use user-research to inform the design of tools to manage these concepts? How can I test these tools given the users who are not familiar with the system will have no understanding of these concepts? Should it be assumed that training will be required for users to use these tools?