The document describes a new approach to creating personas that focuses on making them feel more human. It involves directly incorporating human verbatim quotes into personas, writing them from a first person perspective, and adding psychological profiles to capture personalities. The goal is to create personas that are tangible, go beyond just behaviors to core personality, and engage people while providing deep insights. The process includes observing customers, interviewing them, affinity mapping insights, and developing "human experiences" instead of just customer journeys. The end result is personas that are real, easy to understand, memorable, and feel like they can live and grow.