Avatars Aren’t the Answer (Unless You Know the Question)
- Joanna Smith
- Jan 20
- 3 min read
We were midway through a digital learning project with a large government organisation. The learning goals were clear, the visual style agreed, and several modules had already been built.
Then came a curveball: a Subject Matter Expert (SME) had created a character using an AI tool and wanted to introduce her into the next module. The avatar was cute and full of personality, but we paused and asked the most important question:
“What is she here to do?”
There wasn’t a clear answer. The avatar wasn’t part of the original plan, and the learning need hadn’t changed. It was a creative idea, but it didn’t yet have a purpose.
So, we stepped in. Not to shut the idea down, but to help shape it.
Avatars can enhance learning IF they have a clear job
Characters aren’t just decoration. Used well, they can support engagement, guide learners, and reflect your people and context. But they need to serve the learning first and foremost.
We use avatars all the time, but very deliberately. Here are five ways they can work well:
Representing the learner
In one health & safety induction module, we designed three diverse characters in different roles to reflect the learner’s real-world context. Learners followed their stories throughout their workday to better understand shared compliance responsibilities.
Playing the “newbie” the learner guides
This approach flips the script. Learners are asked to mentor or teach a fictional character. It’s especially effective when most learners already know the content and don’t need to be told what they already know.
Acting as a customer or client
Characters can simulate customers that the learner must support. This allows for realistic scenario-based practice and builds empathy and service skills.
Representing a system or process
We’ve used brand mascots or visual characters to introduce new systems (sparingly and intentionally) so they support the rollout without overwhelming the learning.
Playing the teacher (rarely needed)
In most cases, eLearning doesn’t need a “talking head” avatar. When authority is needed, a short video from a real manager in the business adds more trust and impact than a cartoon guide ever could.
Want to include an avatar in your learning? Here’s how to make it work:
✅ Give them a purpose
Think about what they’ll do, not just what they look like. Are they a guide? A peer? A scenario setup?
✅ Make them relatable
Characters should look and sound like they belong in your context; realistic uniforms, settings, and behaviour all help.
✅ Reflect diversity
Learners engage more when they can see themselves reflected in your content. Aim for a mix of gender, age, ethnicity, and roles.
✅ Keep it consistent
Avatars should align with your existing visual style. If your learning uses 2D graphics or photography, your characters should match that style.
✅ Ensure they’re editable
Static AI-generated images are often limited. If you need your character in different poses or settings, you’ll need access to editable design files.
The story behind the story
Back to the project that inspired this post: we talked through the idea with the SME, shared examples of how we’ve used avatars in the past, and explored whether this new character could be integrated in a way that supported the learning goals.
In the end, the avatar wasn’t the right fit for this module, but the client appreciated the clarity. They didn’t just get a “no”, they got a guided conversation about what works, what doesn’t, and why.
And that’s what we do best.
Let’s shape ideas together (at the right time!)
We love when clients bring ideas. The earlier we hear them, the better we can shape them into something meaningful for learners, for branding, and for outcomes.
Avatars can absolutely add value. Just make sure they’re solving the right problem, not creating a new one.
