That sounds like a tricky problem indeed. It reminds of work I've done in the past for a site that had mostly novice users as an audience, but still had a healt

That sounds like a tricky problem indeed. It reminds of work I've done in the past for a site that had mostly novice users as an audience, but still had a healthy contingent of advanced and knowledgeable users. It was in the automotive space, and catering to both was a constant challenge. The advanced users wanted straight access to raw facts and details, while the novice users needed to feel comfortable and that this was something that was not above their head. Designing navigation, in particular, was more difficult. Novices didn't yet have the domain-specific mental models yet the experts were skimming for jargon and keywords. Those advanced users were also the most allergic to any kind of empathy-based support.