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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:
Last updated: 03/11/2026
How to utilise this in your designs
When users press a shortcut that means something different in other tools, try showing a tooltip that explains what it does here, right as they press it.
Example from
Slack
If someone does a task the slow way, e.g., holding down a key to move an item, you could suggest a quicker shortcut at that moment, closing the knowledge gap as it appears.
Example from
Google
When a search returns no results, one option is to use the empty state to explain what search can and can't do, so users know what to try next rather than giving up.
Example from
Starling
Consider teaching a new feature by walking users through doing it for real, then stepping in with a tip if they make a mistake, rather than explaining it all upfront.
Example from
Pinterest
It may help to explain what a major change actually means when someone makes it while customising an item, so they understand what they've picked.
Example from
Nike
Possible impacts
Teaching users at the moment of need, not in an upfront tutorial they skip, could narrow the knowledge gap and help them understand how the product works.
A tip shown right as someone tries something may hold their attention better than a guide they'd skip, because it answers the question they have in that moment.
Letting users prove what they already know and skip it could reduce the effort of getting started, so they only spend time on the parts they genuinely need to learn.
Users who muddle through with workarounds may miss the product's full value; closing that knowledge gap as they go could help reduce churn.
Written by Peter Ramsey
Published: