Knowledge Gap

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Knowledge Gap

The difference between the information that the user knows, and what they need to know to efficiently use the product or service.

Similar psychology:

Likely impacts:

Complexity & Understanding

Churn

Last updated: 26/09/2026

How to utilise this in your designs

If a search returns nothing, you could use the empty state to explain what the feature can and can't do, closing the knowledge gap rather than showing 'no results'.

Search screen: title "Search", back arrow, query "How much am I spending on software?". Message: "Sorry, we couldn't find anything with that name or category." Underlined blue "How to use this search" circled in orange; orange arrow points to right modal listing "Things you can search for" and "Things you can't search for yet".

Example from

Starling

Where a shortcut breaks a familiar convention, you could show a tooltip when users press the old shortcut, filling that specific knowledge gap in the moment.

Slack message input UI with toolbar icons (plus, Aa, emoji, @, video, mic). Tooltip prompt says "Trying to add a link? Use ⌘ + V instead".

Example from

Slack

After a vague prompt, you could experiment with teaching users how to refine the result once it's generated, filling the knowledge gap while they're viewing the output.

Example from

Google

When a query is slow to load, you could try using the wait to teach ways to speed up results, turning a frustrating pause into a chance to close a knowledge gap.

Loading bar in orange showing query progress with text "Reticulating spines" crossed out to "spines...". Suggestion box advises reducing date range and enabling 10% sampling.

Example from

Posthog

When users self-rate their skill level, you could show example equations for each bracket, so a knowledge gap about the options doesn't lead to a poor choice.

Math comfort level UI with progress bar, back arrow, question prompt, and four selectable boxes: Arithmetic Introductory, Pre-Algebra Foundational, Algebra Intermediate, Calculus Advanced.

Example from

Brilliant

Possible impacts

Teaching users at the exact moment it's relevant could hold their attention for longer, as filling a knowledge gap in context feels useful rather than like a lecture.

As seen in:

Google Teaching you in the moment

Framing a knowledge gap as an open question might motivate users to keep going, though too large a gap could backfire and simply feel confusing.

As seen in:

Sunlitt Showing off their 3D modeling

Letaido Try it without connecting your tools

Explaining how things work where users lack knowledge could reduce perceived complexity, helping users become efficient with the product sooner.

As seen in:

Starling A better empty state

Slack Onboarding incorrect shortcuts

Filling knowledge gaps with timely onboarding and in-product education could reduce churn, as users left confused about how things work often give up.

As seen in:

Sunlitt Showing off their 3D modeling

Tiimo Helping you rearrange your day

Written by Peter Ramsey

Consultant to 100+ companies

Published: 29/07/2023

How to utilise this in your designs

If a search returns nothing, you could use the empty state to explain what the feature can and can't do, closing the knowledge gap rather than showing 'no results'.

Example from

Starling

Where a shortcut breaks a familiar convention, you could show a tooltip when users press the old shortcut, filling that specific knowledge gap in the moment.

Example from

Slack

After a vague prompt, you could experiment with teaching users how to refine the result once it's generated, filling the knowledge gap while they're viewing the output.

Example from

Google

When a query is slow to load, you could try using the wait to teach ways to speed up results, turning a frustrating pause into a chance to close a knowledge gap.

Example from

Posthog

When users self-rate their skill level, you could show example equations for each bracket, so a knowledge gap about the options doesn't lead to a poor choice.

Example from

Brilliant

Possible impacts

Teaching users at the exact moment it's relevant could hold their attention for longer, as filling a knowledge gap in context feels useful rather than like a lecture.

As seen in:

Google Teaching you in the moment

Framing a knowledge gap as an open question might motivate users to keep going, though too large a gap could backfire and simply feel confusing.

As seen in:

Sunlitt Showing off their 3D modeling

Letaido Try it without connecting your tools

Explaining how things work where users lack knowledge could reduce perceived complexity, helping users become efficient with the product sooner.

As seen in:

Starling A better empty state

Slack Onboarding incorrect shortcuts

Filling knowledge gaps with timely onboarding and in-product education could reduce churn, as users left confused about how things work often give up.

As seen in:

Sunlitt Showing off their 3D modeling

Tiimo Helping you rearrange your day