I came across the Dreyfus model of skill acquisition while searching elsewhere on StackExchange, and I thought it would be a useful approach to designing the help and instructional information for users, both in an online help or built into the interactions of the page.
Some of the descriptions of skill levels I thought are very good for deciding where and how to provide help for users:
- Novice: "rigid adherence to taught rules or plans"; no exercise of "discretionary judgment"
This seems to fit with new users that need to be guided through a workflow or walkthrough.
- Competent: "coping with crowdedness" (multiple activities, accumulation of information); some perception of actions in relation to goals
This would seem to fit with regular users that need quick access to clearly defined functions and features to the system that align with specific goals and tasks.
Just wondering if anyone has had experience with applying user skill categorization to the design of online help, and whether it is successful or not?