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.
While commercial websites display more and more agressive messages, target and track their users, the indie web respects the individuals, their intelligence and their privacy; it’s an open forum for thoughts and debate. While purely commercial websites turn into information and entertainment magazines, while tycoons of media, telecom, computing and military agencies fight for the control of the Internet, the indie web offers a free vision of the world, bypasses the economic censorship of news, its confusion with advertising and infommercial, its reduction to a dazing and manipulating entertainment.