ABSTRACT

This chapter investigates the potential for explicit software support of expert work processes. It reviews research from a range of theoretical perspectives on the work processes of domain experts as they solve problems. The strong theoretical basis of the prototype systems suggests that they have the potential to support expert performance differently from product-oriented software. The prototypes demonstrate how the principles can inform the design of application software, making it easier for experts to carry out effective problem solving in the overall process of expert work. Expert work processes rely on the ability to generate and consider alternative approaches when problem solving. The requirements list is derived from a rich tradition of theoretical and empirical work. People are therefore confident that providing computer support for experts work processes will provide a better fit with the expert's workflow than traditional tools. The most long-standing approach to expertise considers it as skilled performance, emphasizing the practice of recurrent skills.