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 have appropriated from Brian Eno and others the distinction between architecture and gardening, and have described my blog as a kind of garden. But lately I’ve been revisiting the architecture/gardening distinction and I have come to think that there is something architectural about writing a blog, or can be – but not in the sense of a typical architectural project, which is designed in advanced and built to specifications. Rather, writing a blog over a period of years is something like building the Watts Towers.
Simon Rodi didn’t have a plan, didn’t even have a purpose: he just started building. His work was sustained and extended by bricolage, the acquisition and deployment of found objects – and not just any objects, but objects that the world had discarded as useless, as filth. You put something in here, then something else, you discover, fits there … over time you get something big and with a discernible shape. Not the regular shape envisioned in architectural drawings, but nevertheless something that can be pleasing or at least interesting to look at – an organic and irregular shape. A geometry of irregular forms.