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.
(1) Record your work as notes to your future self and colleagues.
Write notes so that someone fifty years from now (or more) will understand and be able to use the factual information you collected, perhaps for purposes quite different from the original reasons.
Clearly separate facts from interpretations so these are not confusing to a future reader.
(2) Establish a clear and consistent notebook format and process.
I always include the data, place, main activities or events, weather conditions, and other people involves. The day, month, and year is the most important link between that particular point in time and other people’s records, separate data sheets that I filled out myself, photos, and most important, collected specimens.
Documenting collecting strategies and protocols receives special attention. In the moment, these may seem like common knowledge for the field team, so sometimes no one bothers to write them out.
(3) Don’t lose your field records!
(4) Pack a camera, create a visual record.
No matter how many words you write to describe a fossil locality, you can’t beat an actual photo, taken on the spot, annotated in pen, and pasted into your notebook.
There is no substitute for a photograph you actually mark in “real time” in the field as the best way to preserve a lasting, accurate record for yourself, or for someone who has never seen the site or object in question.
(5) Learning through sketches and diagrams.
Photographs are great, but drawn what you see is a more powerful way to learn about spatial patterns and relationships.
Even if you are not an expert at drawing, you can make sketches that are much more informative than words would be.
Always include a scale, an orientation, and labels in your diagrams.