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.
Karen Terry's house in Sante Fe, designed by architect David Wright, is perhaps one of the most compelling passive designs.
Stepping down its hillside site in four tiers, it nestles low into the ground. Thick adobe sidewalls create a strong sense of shelter and its banks of windows look resolutely to the sun. The image is very much of a house attuned to sun and earth.
Rather than providing the convenience of a constant indoor temperature regulated by a thermostat, a passively solar-heated house may go through an air temperature flux as great as 20ºF per day. People learn to live with this flux.
Living in a solar house is a whole new awareness, another dimension. I have the comfort of a house with the serenity of being outdoors—protected, yet tuned in.