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.
The decreasingly tangible product of code, i.e. that all we have are files on a hard-drive, may make it easy to forget that writing software produces a thing. If you produce a wonky chair or an overly long fork, it’s easy to see the quality of work was not great. By calling for a perception of software as a craft, we fight against that ability to forget or not notice the final quality of the product. You could watch two software engineers with different levels of experience, or in different domains, and it wouldn’t necessarily be so easy to guess which is which, at least from a distance.
So maybe there is something to be said for the value of software as a craft, for sometimes focusing on the practice of making better, or at least different, software just for the sake of it.