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Knowledge Gap
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The difference between the information that the user knows, and what they need to know to efficiently use the product or service.
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Introduction
The knowledge gap is what onboarding and in-product education needs to fill.
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Potential impacts
Churn
- Confused users often churn.
Attention & interest
Effort & motivation
- People can be motivated to fill in their knowledge gaps (see: 🧩 Curiosity Gap), but it may also backfire and just feel confusing. The balance is important.
Complexity & understanding
- Knowledge gaps, by their very nature, are a result of complexity (i.e., not understanding how X or Y works).
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Experiments to try
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Written by Peter Ramsey
Published
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