LG Electronics Collaborates with Seoul National University to Improve Accessibility for Customers with Disabilities

3-Month Study with the 'Disability and Health' Research Team
First 'Service Accessibility' Evaluation in Korea's Home Appliance Industry

LG Electronics has embarked on research to improve accessibility for customers with disabilities in order to realize its ESG vision of 'Better Life for All.'

LG Electronics announced on the 7th that since last month, it has been conducting a three-month project titled 'Development of Accessibility Evaluation Items in LG Electronics Service Contact Areas' in collaboration with Professor Kim Seung-seop of the Department of Environmental Health at Seoul National University Graduate School of Public Health and the 'Disability and Health' research team.

LG Electronics is conducting a 'service accessibility' evaluation for customers with disabilities in collaboration with Seoul National University. The photo shows LG Electronics representatives and the 'Disability and Health' research team discussing accessibility evaluation for people with disabilities in a laboratory at Seoul National University.
[Photo by LG Electronics]

Following its existing product accessibility evaluations conducted through a disability advisory group, LG Electronics is conducting accessibility evaluations at service contact points for the first time in the domestic home appliance industry to identify areas where customers with disabilities experience inconvenience.

In this 'service accessibility' evaluation, LG Electronics investigates inconveniences and areas for improvement experienced by customers with disabilities when visiting key contact points such as LG Best Shops and service centers, or when using phone and website services.

As the first phase of the project, LG Electronics and Seoul National University reviewed various cases of service usage difficulties experienced by people with disabilities in daily life both domestically and internationally by the end of last month. Based on this, they developed new accessibility evaluation items and guidelines with advice from service accessibility experts.

In the second phase of the accessibility evaluation, a panel of evaluators with physical and brain lesions disabilities, selected by age and gender, will participate. LG Electronics will also conduct individual and group in-depth interviews with them to analyze service usage experiences at key contact points. Starting at the end of this month, a survey on service usage by area will be conducted with about 1,000 people with physical and brain lesion disabilities.

Ultimately, LG Electronics plans to use the results of the service accessibility evaluation to establish improvement measures for accessibility for customers with disabilities across online and offline service areas and to provide customized services.

Hong Sung-min, head of LG Electronics' ESG Strategy Office, said, "In addition to product use, we will enhance accessibility for customers with disabilities through various activities at service contact points such as purchase and consultation, providing a convenient and enjoyable customer experience for everyone regardless of disability."

This content was produced with the assistance of AI translation services.