Why are the characters so ugly?
Is it the art style they went with? It's honestly kind of horrific. Not just with the NPCs, but the character creator as well.
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The beauty is in the eye of the beholder.
See for yourself the result of character creation. Even more, the characters are actually surprisingly good looking (in my eyes) and what is the most important , each NPC face match their voices. Awesome job on that department.
Edit: let me horrify you with my Rook.
