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.
Walk Appeal promises to be a major new tool for understanding and building walkable places, and it explains several things that were heretofore either contradictory or mysterious. It begins with the assertion that the quarter-mile radius (or 5-minute walk,) which has been held up for a century as the distance Americans will walk before driving, is actually a myth.
Both images below are at the same scale, and the yellow dashed line is a quarter-mile radius. On the left is a power center. As we all know, if you're at Best Buy and need to pick something up at Old Navy, there's no way you're walking from one store to another. Instead, you get in your car and drive as close as possible to the Old Navy front door. You'll even wait for a parking space to open up instead of driving to an open space just a few spaces away… not because you're lazy, but because it's such a terrible walking experience.
The image on the right is Rome. The circles are centered on the Piazza del Popolo (North is to the left) and the Green radius goes through the Vittorio Emanuele on the right. People regularly walk that far and then keep on walking without ever thinking of driving.