Technology is everywhere, but is it really for us? Lucy Suchman’s research reveals the complex relationship between technology and humans.
Suchman proposed the “situational action” theory, emphasizing that human behavior is carried out in a specific context rather than being driven entirely by a preset plan. This theory challenges the assumption of traditional technology design that users will follow fixed steps. In fact, user behavior is flexible and depends on specific contexts.
At Xerox, Suchman observed copier operators and found that they did not strictly follow the instructions, but adjusted the way they used them according to the task and context. Operators solved problems through trial and error and collaboration rather than relying on the preset process of the machine. This finding reveals the gap between technology design and actual user behavior.
Suchman’s research shows that technology design should focus on the actual needs of users rather than idealized operating procedures. Her work has promoted the transformation of concepts such as user-centered design, flexibility and collaborative support, prompting designers to pay more attention to the social and situational nature of technology.
In this era of rapid technological development, Suchman’s revelation reminds us that technology should truly serve humanity rather than impose fixed models.