Lucy Suchman’s work at Xerox PARC changed the way we think about designing technology by focusing on how real people interact with it. In her research, she observed how employees struggled to use Xerox copiers, even though the machines were intended to be user-friendly. She found that there was often a gap between how engineers thought people would use the copiers and how they actually did. Her observations highlighted that understanding users’ real-world behaviors and contexts is crucial for creating technology that genuinely works for them.

She pushed for a shift in tech design—moving from just making things “intuitive” to truly understanding how people integrate technology into their everyday lives. Her approach emphasized that effective design comes from observing and learning from users, not just assuming they’ll adapt to a product. This user-centered approach remains foundational in fields like human-computer interaction, reminding us that the key to good design is putting people first.