Lucy Suchman’s work at Xerox changed how we think about whether the technology we design actually works for people. Users often struggle with technology not because they lack skill but because the design doesn’t match how they naturally interact with the world. For example, the copiers were designed with complex instructions that didn’t align with how people usually use machines, leading to errors and frustration. Understanding real user behavior is key to making technology more intuitive and user-friendly.

I think that we can’t just assume a design will work because it looks good or follows technical standards. We need to observe and listen to how people actually use technology in their daily lives. It’s about designing systems that adapt to human behavior rather than forcing users to adapt to the system. This user-centered approach is essential for creating technology that truly works for people.