Lucy Suchman’s work changed how we think about whether technology works for people by showing that human interaction with machines that is not always predictable. While working at Xerox, she observed how real users struggled with a copier, despite its instructions. Her research reflected that people do not always follow a fixed set of steps but instead adapt and improvise when using technology.
This insight challenged the idea that users simply follow pre-designed workflows. Instead, she argued that technology should be designed to support human behavior as it naturally unfolds. She introduced the concept of situated action, which means that people’s actions depend on their specific situation rather than rigid plans.
Her work influenced human and computer interaction by emphasizing the importance of observing real users in real environments. This approach helps designers create more intuitive technology. Instead of assuming users will understand a system the way designers expect, her research encouraged iterative testing and improvements based on actual user behavior.
Overall, Suchman’s work shifted technology design toward being more human-centered, making it clear that successful technology is not just about functionality but also about how well it fits into people’s everyday lives.