Intermediate: independent, not expert

The Intermediate band covers users who can independently complete well-defined tasks like setting up multi-factor authentication or updating a password manager. The key contrast is with the Advanced level, where someone would troubleshoot a failed MFA sync or design a password policy for a team. Here, the user follows a clear process without needing step-by-step guidance, but they aren't diagnosing novel issues or optimising security settings.

To avoid overclassifying, check if the task is routine and the outcome is predictable. If the scenario mentions the user consulting a manual or help article, that still fits Intermediate—it's independent use of resources, not expert innovation. Another trap is assuming familiarity with multiple tools automatically pushes someone to Advanced; Intermediate users can handle several tools as long as each task is standard. When in doubt, ask: would an average colleague manage this alone after a brief demo? If yes, it's Intermediate.

A quick mental test: imagine the user's boss asks them to repeat the task next week. If they can do it without extra training, that's Intermediate. If they'd need to invent a new method or fix an unexpected error, it's higher. This keeps the band anchored to independent execution of defined steps, not creative problem-solving.