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By News Reporter
Good product design is all about understanding and meeting customers’ needs. As a leader in the home appliance industry, LG integrates ‘customer-centricity’ into every stage of the design process to ensure its products deliver a more convenient and emotionally satisfying user experience. The company continues to show the way forward, making innovative appliances and smart home solutions for a better life based on its ‘3F’ design philosophy.
The Essence of 3F: Fit, Feel, Finish
“LG uses the term ‘3F’ to refer to the appearance, performance and other tangible and intangible qualities of its products experienced by the customer,” said Chung Wook-jun, vice president and head of H&A Design Lab at LG Electronics’ Life Innovation Design Center. “In essence, 3F is a set of principles that guides the company as it weaves the core values of completeness, ease of use and emotional satisfaction into each product it makes.”
3F stands for Fit, Feel and Finish. ‘Fit’ refers to seamless (zero gap) product design and overall design uniformity, while ‘Feel’ encompasses the smooth and resilient operation of moving parts as well as the satisfying feedback that interfaces, doors and other components provide when handled by users. ‘Finish’ focuses on matching the right colors with the right materials and achieving a clean, consistent aesthetic across product lines. The definition of 3F has gradually expanded over time and now extends to elements such as ergonomics, user experience (UX) optimization and user interface (UI) usability.
Officially introduced in 2001, 3F is now deeply ingrained in the way LG works. The company even formed a specialized organization to focus on 3F, which collaborates closely with several departments – including product planning, design, development, quality control and sales – to maintain a cohesive approach to customer-centric design.
Customer-Centric Design Research
The core aspect of 3F work is to guarantee the completeness of every product LG develops. Through securing a high level of completeness in the development phase, the company helps to prevent potential quality issues from arising during production.
At the concept planning stage, LG identifies and addresses any deficiencies or inconveniences associated with previously released models to prevent their recurrence in new products. Using its own internally developed ergonomic standards, the company thoroughly evaluates products for ease-of-use and to determine if further improvements are needed. Prior to finalization and mass-production, LG re-evaluates its products using up to 160 different criteria to assess whether completeness has been achieved.
When a prototype is produced at the design verification stage, it is tested under actual usage conditions. Data-driven feedback derived from these tests – such as the precise measurement of the force needed to open an appliance’s door – enables the relevant departments to make necessary adjustments.
Quality testing at LG involves extensive processes to ensure products meet usage and reliability standards. Should a product fail any test, LG carefully identifies and addresses the root cause of the issue. Subsequently, the product undergoes hundreds of additional tests until it meets the company’s exacting internal standards. Multiple methods are employed to confirm that each unit produced matches the usability and reliability standards set during the development phase. The data gathered throughout these various processes is meticulously analyzed to refine future designs.
Subtle Details that Reflect LG’s 3F Design Principles
The recently launched LG SIGNATURE washer/dryer exemplifies the company’s commitment to its 3F design principles. Manufactured using the same methods employed to produce luxury goods, the washer/dryer successfully delivers the ‘high-end’ aesthetic and feel of LG’s original design concept. The attention to subtle details that is so much a part of 3F design can be seen in the dryer’s filter grip, which has been designed in accordance with knuckle-width studies and numerous customer acceptance surveys to provide optimal usability.
To enhance the sophistication and operability of the control knobs applied to its washing machines, LG conducted a comprehensive range of 3F research initiatives and even developed its own custom measuring equipment. The company’s efforts led to the creation of a control knob reminiscent of the center-console control dials found in luxury automobiles, providing a pleasingly premium look and feel while also contributing to a better user experience in both a practical and emotional sense.
Introduced last year on select LG refrigerator models, the Auto Soft Closing System is another example of LG’s customer-centric 3F design. The system uses dampers to ensure that the refrigerator door closes softly and quietly, enhancing usability, convenience and customer satisfaction.
The 3F design principle, which reveals LG’s strong commitment to the pursuit of perfection, is intertwined with another uniquely LG concept: ‘Affection-ism.’ Affection-ism could be described as a ‘design mindset,’ centering on caring for customers via the delivery of ‘Uncompromising Customer Experiences,’ ‘Human-centered Innovation’ and the ‘Warmth to Power a Smile.’ By staying true to its core values and customer-first philosophies, LG will continue to provide products that exceed expectations and make everyday life that much better.
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By News Reporter
LG NOVA InnoFest Lights the Halo of Innovation on Bold Ideas and Businesses With
Open Conference Program, Issues a Call for Startups for the Pitch Competition
SAN FRANCISCO, July 16, 2024 — LG Electronics (LG) has opened registration for the fourth annual LG NOVA InnoFest, taking place on September 25-26, at the Palace of Fine Arts in San Francisco. Hosted by LG NOVA, LG Electronics’ North America Innovation Center, the two-day event will bring together a cross-section of business leaders, innovators and investors across various industries to collaborate on solutions for a better future. This year’s event theme, “Lighting the Halo of Innovation” was designated to inspire attendees to focus on creating change and impact through co-creation and collaboration on bold ideas and businesses.
The event brings back its annual Startup Pitch Competition, where 10 selected startups will compete to win cash prizes, an audience with executive judges and recognition on stage. In this competition, LG is looking for bold startups with great potential, working on innovative ideas that can lead to transformative change in their markets.
LG Electronics’ sister company LG Chem is co-sponsoring this year’s startup pitch competition, adding a new Life Sciences category alongside CleanTech, HealthTech, AI, Smart Life and Open Innovation. The US Business Development team is seeking next-generation technologies that align with LG Chem’s sustainability mission and will sponsor a new “Innovation for Impact Award.”
For more details on each category, visit
link hidden, please login to view. Interested startups can submit their companies for consideration at . In addition to the monetary prizes and on-stage recognition, selected startups may have the opportunity to collaborate with LG to build businesses, participate in LG NOVA-sponsored marketing activities or qualify for investments from LG and its network. According to a 2023 from Boston Consulting Group, 79 percent of companies ranked innovation among their top three priorities and more than 40 percent expect to increase spending significantly. Today, innovation is being driven by a collaborative ecosystem. This interconnected approach, involving startups, corporations, academia and venture capitalists can result in groundbreaking solutions. Innofest seeks to illustrate the capabilities of this model, bringing together startups, investors and members of the innovation community to exchange ideas, encourage, support and discuss how they can all work together to spur “innovation for a better life.”
“Today the responsibility for innovation no longer sits solely with individual companies; collaboration is critical,” said Dr. Sokwoo Rhee, corporate executive vice president for Innovation at LG Electronics and head of LG NOVA. “Through InnoFest, we are bringing together the entire innovation ecosystem, from corporations to growing startups, to discuss creative and cutting-edge ideas that have the potential to shape our future.”
Last year’s gathering brought 90 industry-leading speakers together for 28 sessions focused on topics such as women in tech; balancing growth, profitability and impact; as well as diversity in tech. The event enabled people to join in the discussions on solutions to challenges in these key areas within the innovation community.
This year, according to Rhee, “InnoFest is boldly reimagining its program to be more interactive and engaging through a non-traditional conference format, emphasizing meaningful connections and inspiring conversations.” Attendees can look forward to influential speakers and keynotes, select curated panels and more dynamic discussion-based sessions.
“At LG, we believe in the power of optimism and innovation to change the world,” said Rhee, who invited startups to join LG at InnoFest 2024, “as we strive to create a brighter future together.”
Registration for InnoFest is now open at . Interested in speaking or moderating at the event? Learn more at .
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By News Reporter
Hanok, traditional Korean houses, are renowned for their aesthetic beauty construction and harmonious integration with nature. Inspired by this distinctive architectural form – prized for its energy efficiency, natural ventilation and lighting – LG Spain has constructed an AI-powered home named ‘Another Hanok.’ This innovative abode showcases LG’s latest technological and design advancements and highlights some of the ecologically-focused projects undertaken as part of LG Spain’s ‘Smart Green’ movement.
During the Another Hanok opening ceremony, LG reaffirmed its commitment to supporting the global climate response through its ongoing ESG initiatives and sustainable product solutions. The event was attended by 80 guests, including the president of LG Spain, local and Korean government officials and representatives from various partner companies. Since establishing the Smart Green movement in 2017, LG Spain has developed product solutions aimed at reducing environmental harm while encouraging and fostering community engagement.
Efficient Innovations for Sustainable Dwellings
Self-sufficient, connected and sustainably powered, Another Hanok embraces and embodies LG’s Smart Green philosophy. The house produces, stores, saves and shares clean energy, achieving 100 percent energy independence* through the use of LG’s state-of-the-art technologies as a way to reduce its environmental impact.
Leading up to the entrance of Another Hanok is a beautifully designed pathway that inspires feelings of peace and tranquility while reminding visitors of the pressing environmental issues facing our planet. As visitors approach the house, they encounter a variety of interactive displays and installations that spotlight the challenges of reducing carbon emissions and the urgent need for companies and consumers to adopt responsible practices.
Inside, visitors can explore several spaces, each focused on different aspects of sustainable living. From energy-efficient appliances to advanced HVAC systems, Another Hanok demonstrates how LG’s cutting-edge technologies and solutions can help create a net-zero-energy home. The seamless installation of the LG Therma V R290 Monobloc heat pump contributes to the house’s efficient use of power, while ensuring the reliable heating and cooling for visitor comfort. Conveniently, the solution’s energy consumption can be monitored through the ThinQ Energy Service. Additionally, surplus energy produced by the solar panels installed on the roof of Another Hanok is stored in LG’s energy storage system.
Expanding the Smart Green Movement
Launched in 2017, LG Spain’s Smart Green movement is an initiative that continues to help regenerate local environments and ecosystems. The movement’s goals include planting 48 million trees (Smart Green Trees), repopulating 48 million Iberian bees to ensure the pollination of countless endemic plant species (Smart Green Bees), and reviving the health of the Mediterranean Sea (Smart Green Seas).
The ‘Another Life’ Experience
Another Hanok is a part of LG’s ‘Another Life’ series, a collection of offline experience spaces that provide customers with unique opportunities to interact with LG’s lifestyle-enhancing products. Each of these spaces offers a welcoming atmosphere along with compelling displays and exhibits that promote sustainability and responsible technological innovation. Beginning in South Korea in 2022, the series has since expanded internationally with the addition of sites such as ‘Another Saigon’ in Vietnam.
LG views Another Hanok as a new, more-engaging kind of B2B showroom, where its European B2B clients can see first-hand the company’s strong commitment to achieving carbon neutrality. In the spirit of its Life’s Good philosophy, LG will continue to innovate and inspire, leveraging its technology leadership to help usher in a new era of sustainability.
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* Average yearly photovoltaic (PV) power generation at Another Hanok is 22,030 kWh while average monthly power consumption is 16,870kWh. Actual power generation and power usage may vary.
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By News Reporter
With an unwavering policy of open innovation with startups around the world, LG has been fostering businesses outside its own to better prepare for the future. These big-picture efforts are centered on LG NOVA, the company’s North American Innovation Center in California’s Silicon Valley – known worldwide as the hub of startups.
Established in 2021, LG NOVA aspires to form a collaborative ecosystem that accelerates the growth of new ideas by working closely with startups on new businesses that can enhance LG’s future readiness.
LG NOVA aligns with LG CEO William Cho’s growth strategy of 3B – Build, Buy and Borrow – to strengthen the company’s future growth engine by embracing talent and technology through exchanges with various innovative companies.
Let’s look at how this essential innovation center works with its partners to bring about groundbreaking advancements. Furthermore, we’ll explore how it is establishing a community dedicated to creating and nuturing businesses that contribute positively to the future of our world.
Discovering Global Startups to Break New Ground in Healthcare
LG NOVA’s “Mission for the Future” program, now in its fourth year, is designed to discover and nurture innovative global startups seeking to improve people’s quality of life in a greener, smarter and more-connected future.
In its first three years, LG NOVA received over 4,000 submissions from innovative global startups, with more than 100 companies selected to explore joint business opportunities with LG.
This year is an especially important one, as this month, LG NOVA unveiled its first new venture, “Primefocus Health,” with Darren Sabo, previously head of commercialization of new health ventures at LG NOVA, at the helm as the CEO. Sabo has a wealth of experience in new business development, making him the perfect candidate to take this digital health venture forward.
(From left to right) Darren Sabo, CEO of Primefocus Health, and Sokwoo Rhee, Head of LG NOVA and SVP of Innovation for LG Electronics
Primefocus Health is committed to easing the journey from hospital to home for patients. It leverages cutting-edge technologies and novel healthcare treatments through a platform designed to offer patients access to a personalized care plan. This plan, curated by their healthcare provider, aids in the recovery from chronic diseases like diabetes and high blood pressure.
This healthcare platform also offers providers access to patient data and information, enabling them to assist, guide, communicate and intervene as necessary during the patient’s home recovery. The platform aims to facilitate remote patient monitoring, providing real-time biometric information that can be integrated into the provider’s electronic health record systems.
LG NOVA is collaborating with more healthcare startups through the Mission for the Future program, including
link hidden, please login to view, which integrates immersive VR/AR technology to provide comprehensive therapeutic care for remote medical treatment, and , a sensor-based technology platform that utilizes the cameras in personal devices to virtually capture health readings to enhance diagnosis and treatment effectiveness.
Another example that demonstrates LG NOVA’s focus on digital health is , a virtual care platform to treat polychronic mental and physical illness that was selected during the 2021 Mission for the Future challenge. This solution leverages AI to harness clinical, genetic, gut microbiome, food and behavioral signals to target the root cause of illness.
LG NOVA plans to continuously launch new businesses through ventures in LG’s future growth areas including digital health, clean tech and AI.
Promoting Symbiotic Growth in West Virginia
This year, LG NOVA is joining hands with West Virginia to revitalize the local economy by fostering future businesses while bringing instances of win-win cooperations to this U.S. state and the dynamic Appalachian region.
The announcement introduced the NOVA West Virginia Investment Fund, which aims to drive USD 700 million into the region over five years through investment.
The decision to invest in West Virginia, which is over 2,000 miles away from LG NOVA in Silicon Valley, stems from the REINVENT LG initiative. Under the leadership of CEO Cho, LG has been carrying out various initiatives to redefine everything from its business structure and brand to the way it works. What makes West Virginia the perfect partner is its similar desire to reinvent itself to revitalize the local economy.
Primefocus Health also plans to work closely in the Mountain State.
Increasing Funds to Foster Potential Startups
LG NOVA is also significantly expanding the scale of its investment and speeding up its investments for the future. In 2023, it signed an agreement with Clearbrook, a global venture investment company, to expand the global startup development fund – NOVA Prime Fund.
Through collaborating with external experts to identify the latest technology trends, discover more innovative companies and offer comprehensive support, the company hopes to accelerate the growth of startups and discover opportunities for collaborations across various business areas.
A Talent Acquisition Outpost that Competes with Big Tech
LG NOVA also serves as an outpost to secure the best talent in Silicon Valley, an area dominated by big tech companies. By accurately reading future industrial trends and executing effectively, LG NOVA will be able to move one step ahead of the competition. At the same time, their challenging and brave attitude toward innovation will give a boost to the overall organizational culture.
Dr. Sokwoo Rhee, head of LG NOVA, is the perfect example of this. After founding an IoT startup, Rhee went on to serve in the U.S. government, as assistant director for Cyber-Physical Systems at the U.S. National Institute of Standards and Technology and Presidential Innovation Fellow at the White House.
(From left to right) Joshua Di Frances, the leader of LG NOVA’s incubation office, and Darren Sabo, CEO of Primefocus Health
Joshua Di Frances, the leader of LG NOVA’s incubation office, is another key executive with experience across various areas including medicine, business and the public sector. Di Frances studied neuroscience at Boston University, an MBA from MIT and built an impressive career at CVS Health and the White House. Since joining LG NOVA in 2021, he is working to build new businesses in digital health, cleantech and immersive/AI future technology with his team of entrepreneurs-in-residence.
And, with the recent global boom in startups among AI engineering students, LG NOVA has been hosting the ‘Innovation Festival’ every fall to provide a space where innovative companies and investors can exchange information and expand.
LG NOVA will continue to seek out innovation from outside LG. To learn more about LG NOVA and its efforts to build, nurture and grow future-defining innovations, visit .
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By News Reporter
In the first episode of the ‘Customers at Heart’ series, we take a closer look at how HiTeleservice – LG’s dedicated customer service subsidiary – is enhancing the customer experience through improved customer service around the world.
In the cutthroat world of business, having a great product isn’t enough. Companies need to excel in distribution, marketing and innovation to stay ahead. But even with all that, poor customer service can destroy a brand’s reputation and the loyalty it took years to build.
LG knows this well and is stepping up its game in customer service on a global scale. The goal is to create a standout customer experience by applying its proven customer care expertise from home to abroad.
This year marks the start of a new chapter, with HiTeleservice – LG’s customer service arm – setting up a robust support system to help boost the performance of LG’s service centers worldwide. HiTeleservice’s expert Customer Service Representatives (CSRs) will take the lead, sharing their knowledge and skills in customer service practices, talent development and operational strategies internationally.
The plan is to iron out any differences in service quality that come from cultural and operational variances, aiming for consistently high service standards everywhere LG operates. With Customer Care Centers in over 40 countries, supporting more than 50 languages, LG is serious about providing top-notch support, whether online or offline.
HiTeleservice is now ready to roll out significant support after a thorough review of LG’s global customer service operations. The first step is to upgrade the skills of global CSRs with best practices in customer service, focusing on problem-solving from the customer’s viewpoint. They’ll also get access to English training materials from LG’s learning platform.
But it’s not just about a one-off training session. LG is building a system for ongoing CSR talent development and providing advice for running an efficient organization. This long-term strategy is all about keeping service standards high through continuous improvement.
Moreover, HiTeleservice will offer comprehensive training programs to its own CSRs, including language skills for better global communication and specialized training to hone their core competencies. The aim is to develop customer service pros capable of providing expert advice whenever and wherever they’re called for assistance overseas.
In accordance with its recent reinterpretation of AI as Affectionate Intelligence, LG believes that AI can be harnessed to foster more compassionate and understanding customer experiences. Consequently, the company is progressively incorporating AI into its customer service operations.
One such AI innovation is ‘Smile Plus,’ a customer service call system that uses AI to boost the speed and precision of CSR responses. It offers CSRs a comprehensive view of various customer data, including purchase, delivery, installation and service histories from all touchpoints, such as the website, LG ThinQ app and service call records.
Additionally, LG has devised and implemented an AI-driven feature, ‘STT/TA (Speech-to-Text/Text Analysis),’ which transcribes customers’ verbal expressions into text in real-time, eliminating superfluous tasks and averting miscommunication. STT/TA is also capable of understanding the context of the service call and proposing optimal solutions. Furthermore, LG intends to launch its ‘AI Voicebot,’ an autonomous service call solution presently in the development phase, within the year. This service is designed to handle straightforward inquiries during peak service call times or when calls are experiencing delays.
LG’s dedication to customer service goes beyond the Customer Care Center. It includes sales and repairs, spreading its high service standards across the globe. This involves sending experts to train staff on-site in other countries and hosting group training sessions for overseas personnel. Since 2011, LG has been sharing its successful Korean sales strategies with teams in the Middle East, Africa, Central Asia and Southeast Asia.
In essence, LG is not just selling products; it’s delivering an experience. And with this new initiative, it’s committed to offering each customer, regardless of their location, an unparalleled level of service.
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