We will draw the curtain and show you the picture. Twelfth Night, Act i. Scene 5.
Since I'm generally skeptical of efforts to pin down the bottom line value of design, I appreciate Kelley's emphasis on role playing - an idea that he develops in his book, Ten Faces of Innovation - and how anthropology, rather than metrics, might offer more to business creatives. There's even some evidence that the constant measuring itself can slow innovation.
So I'm with Kelley. Would-be innovators might want, instead, to take in Twelfth Night to understand how identity can be used to get somewhere.
Have a good weekend, all.