Lucy Suchman’s research changed the way we understand technology design by highlighting that real-life user interactions are often different from what designers expect. Before Suchman’s work, designers believed that if technology had clear instructions, users would simply follow them. However, Suchman showed that human behavior isn’t strictly guided by preset plans but changes based on the situation. She observed that people often adapt how they use technology depending on their surroundings, needs, and context. This insight challenged the idea that good technology just needs to have clear instructions.
Because of Suchman, designers now emphasize observing and understanding users in their natural environments, rather than making assumptions from afar. This led to a shift user-centered design, designers focus on real user behaviors and needs through methods like usability testing and prototyping. Modern technologies such as voice assistants, reflect Suchman’s ideas by being flexible, responsive, and adaptive to human behaviors.