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.
A primary motivation for creating my Stream was the paralysing sense that a blog post needed appropriate length and weight. Since switching to Kirby, there’s relatively little friction to posting, but there’s definite friction in evaluating a post’s worth to the reader. I’d think to myself, “I’d like to write something about that, but I’ll have to come up with all sorts of extra stuff and dressing, and it’ll take all afternoon.”
And so, I was increasingly aware that I was letting many interesting or essential thoughts go undocumented, allowing them to drift from memory, or exist only on social media, likely to one day evaporate. I’ve become more and more interested in the human desire to document, and it’s something I’ve always valued, so I needed to find a solution that I could entirely control and own. That solution was my Stream.