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.
I was thinking about this not long ago while reading in Petapixel an essay by a photographer named Scott Reither, “Long Form Study: Why Photographers Should Repeatedly Revisit A Scene.” In it, he described photographing one particular stretch of beach, over and over, throughout his career.
Of course that landscape has changed over time, and of course he’s had moments when he felt he’d captured the same territory so many times there was nothing left to see.
But there was always something more to see — maybe because of a change in Reither’s life, rather than in the physical environment.