Once you see that an answer is not serving its question properly anymore, it should be tossed away. It's just their natural life cycle.
They usually kick and scream, raising one hell of a ruckus when we ask them to leave. Especially when they have been with us for a long time.
You see, too many actions have been based on those answers. Too much work and energy invested on them. They feel so important, so full of themselves. They will answer to no one. Not even to their initial question!
The hardest thing about customer interviews is knowing where to dig. An effective interview is more like a friendly interrogation. We don’t want to learn what customers think about the product, or what they like or dislike — we want to know what happened and how they chose... To get those answers we can’t just ask surface questions, we have to keep digging back behind the answers to find out what really happened.
Where uses are in actual fact homogeneous, we often find that deliberate distinctions and differences are contrived among the buildings. But these contrived differences give rise to esthetic difficulties too. Because inherent differences—those that come from genuinely differing uses—are lacking among the buildings and their settings, the contrivances represent the desire merely to appear different.
Some of the more blatant manifestations of this phenomenon were well described, back in 1952, by Douglas Haskell, editor of Architectural Forum, under the term “googie architecture.” Googie architecture could then be seen in its finest flowering among the essentially homogeneous and standardized enterprises of roadside commercial strips: hot-dog stands in the shape of hot dogs, ice-cream stands in the shape of ice-cream cones. These are obvious examples of virtual sameness trying, by dint of exhibitionism, to appear unique and different from their similar commercial neighbors. Mr. Haskell pointed out that the same impulses to look special (in spite of not being special) were at work also in more sophisticated construction: weird roofs, weird stairs, weird colors, weird signs, weird anything.