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Conversational Design by Erika Hall

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Chapter 4. The Power of Personality

“Personality is the mysterious force that attracts us to certain people and repels us from others. Because personality greatly influences our decision-making process, it can be a powerful tool in design.”

—Aarron Walter, Designing For Emotion

Charlie Kaufman’s Anomalisa employs creepily realistic stop-motion puppetry to tell the story of Michael Stone, a customer service expert attending a conference in Cincinnati. With one exception, every person Michael encounters—hotel staff, conference attendees, airplane passengers—makes monotonous chitchat in an identical voice. This is conversation bereft of personality. A world of undifferentiated ...

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