Lucy Suchman’s work revolutionised the way we evaluate whether technology effectively serves users by shifting the focus from design intentions to actual human interactions. Her influential study at Xerox, where she observed how people struggled with seemingly straightforward photocopiers, demonstrated that technology often fails not because of user incompetence, but due to design assumptions that don’t align with real-world practices. Suchman’s ethnographic approach highlighted the importance of context, showing that technology must fit into the nuanced ways people behave and solve problems in specific situations.

Her research revealed that interaction with technology is not simply about following instructions; it’s an adaptive, social process. Rather than treating users as passive operators, Suchman advocated for participatory design—an approach where designers actively engage with end-users during the development process. This insight underscored the importance of creating technologies that support users’ natural workflows, rather than expecting people to conform to rigid machine logic.

Thanks to Suchman, human-centred design has become a fundamental principle in technology development today. Her work reminds us that no design can be evaluated in isolation—it only “works” when it fits the practices, environments, and needs of the people who use it.