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 website is its own, singular thing. We know it isn’t a book, a TV show, a film, or a song, but our language is limited to talking about it in those restrictive boxes. A website is a mix of all of those things, and none of those things. It is influenced by place and time. A website changes with age. It can evolve and regress.
It was then I wondered if the problem wasn’t that web design lacked its own Emigré. What if we actually lacked a shared language to critically discuss web design? Art, architecture, and even graphic design, have critics and historians that give context to new work through the lenses of culture and important work from the past.