Adaptive Training in Web-Based Services

This paper proposes a new approach to training in web-based services, where learning sessions are integrated in the service itself and put at the users' disposal in a personalized way. First, users are divided into clients, operators and technicians, accordingly shown the functionalities they have to deal with on a simulated service and let access the application only when autonomous enough. Second, training is adaptive, since every action of the user is analysed by an adaptive testing system, so as to tailor next steps and difficulties to his or her effective ability or difficulties encountered. In more detail, this approach proposes to integrate training into service design and develop it in a strictly personalized way. An initial, also economical, effort for the development of such a method would be highly repaid by autonomous and effective users' self-training and less problems due to clients' inexperience.