Lucy Suchman’s work, especially her observations at Xerox with copier operators, fundamentally shifted our understanding of human-computer interaction (HCI). She emphasized that technology should not be seen as something that users passively interact with but rather as something that requires ongoing, situated practice. Her ethnographic studies showed that users often adapt and improvise around technologies in unexpected ways, highlighting that design needs to consider real-world contexts, not just idealized use cases.

Her insights led to a focus on “situated action,” where technology is assessed based on how well it integrates with users’ everyday routines and environments. This perspective encourages designers to consider the dynamic, often unpredictable nature of human behavior, making user-centered design practices more adaptable and context-aware.