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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With the stage set for an action-packed summer of sports, LG’s latest lineup of TVs and soundbars are here to bring every world-class play to life. To curate the most authentic spectator experience at home, LG is combining breathtaking visuals with mesmerizing audio, ensuring that every game-defining moment or demonstration of athletic brilliance can be viewed in all its glory.

As sport broadcasts in 4K resolution become more available, LG TVs are set to deliver the vibrant colors and lifelike clarity that fully immerse spectators in the unmistakable tension of a knockout competition this summer. Pairing 4K images with an ultra-large LG TV screen allows sports fans to fully engage with every crucial moment and celebration. From capturing the game-winning action to faithfully depicting the stadium’s energetic atmosphere, this powerful combination puts the viewer into the thick of the action with an unrivalled level of realism.

Powered by the α (Alpha) AI processor, which optimizes picture and audio quality, every detail of the game, down to each blade of grass and chant of the crowd, is presented with sharp and vivid clarity. The latest cutting-edge Alpha AI processors developed by LG also feature AI Super Upscaling¹ with precise pixel-level image analysis, revealing the details and depth in the scene. Even when a broadcast is not in 4K, AI Super Upscaling intelligently enhances the resolution of the incoming signal to transform it into detailed 4K images. Using advanced algorithms to increase pixel density, LG TVs ensure that every shot on goal and thrilling play is displayed with clarity, so not a single moment is missed.

For tailored viewing experiences, LG TVs offer several versatile settings such as Sports Mode, which adds greater clarity to the players’ movements and expressions. Another aspect that sets LG TVs apart is the ability to render fast-paced games with precision. TruMotion technology, which offers five different options, helps boost the clarity of fast movements such as a pass, shot or dunk. The LG OLED evo M, G and C series have all been VESA certified with a ClearMR 9000 rating, meaning they boast 85 to 95 times more clear pixels than blurry ones.

The LG OLED and QNED TVs have wide viewing angles that let viewers share those ‘where were you?’ sports moments with family and friends, who can watch from practically anywhere in the room. The ultimate sports viewing experience is attainable through LG OLED’s self-lit pixels that emit light in all directions, or QNED’s Quantum Dot and NanoCell color technologies which deliver crisp, vivid pictures from every angle.

To cater to the unique needs and preferences of every sports fanatic, LG OLED TVs come in various sizes. For larger rooms, the ideal option could be the ultra-large 97-inch model which places them at the heart of every play and celebration. For smaller rooms, LG OLED TV models start at 42 inches to let viewers watch the big game without sacrificing image clarity or detail. LG’s newest QNED TVs are available from 43 to 98 inches, so there’s something for every type of fan.

LG’s convenient Sports Portal² has been introduced as a hub for sports channels, live content, match schedules, scores and more. This new feature lets viewers use keywords to search the web and offers curated lists of major sports leagues and apps to personalize the sports entertainment experience.

LG TVs’ Multi-View feature, powered by the Alpha 11 processor, divides the screen into four sections so that users can watch four different sources of content at once. This advanced feature delivers unmatched flexibility on top of highly immersive sports viewing experiences.

The latest Alpha processor also uses AI to optimize the audio experience. For example, AI Sound Pro enriches sound by utilizing the virtual 11.1.2 surround sound from the TV’s built-in speaker system, effectively capturing the stadium’s distinctive ambiance and injecting it into the living room.

LG’s OLED and QNED TVs effortlessly pair with LG’s compatible soundbars through WOWCAST Built-in.³ Notably, WOW Orchestra creates three-dimensional audio with the TV’s built-in speakers and separate soundbar working in harmony to unify sounds and envelope viewers with dynamic soundscapes, making it feel like they’re in the stadium themselves.

Geared up with a center up-firing speaker and AI-powered tuning, LG soundbars harness the power of Dolby Atmos to transform the home into a stadium of spectators. Dolby Atmos provides immersive audio experiences from the crisp snap of a ball being kicked to the thunderous applause cascading around viewers. The added height channel vividly captures the movement of players and the roar of the crowd, with sound emitting from multiple directions to achieve a new level of realism. Timely, as some sporting events this summer will be broadcast in 5.1.4 immersive audio, creating a dome of surround sound for greater spatial realism.

LG soundbars’ center up-firing speaker also delivers clear dialogue, so viewers can catch the commentator’s every word. Combined with LG’s Triple Level Spatial Sound Technology, the three-dimensional sound experience is further enhanced by utilizing multiple audio channels and height effects to add a virtual mid-layer. This helps fans feel like they are almost beside the athletes, hearing the subtlest details across the auditory landscape.

When the game is over, but friends want to keep the excitement alive, LG TVs and soundbars can deliver captivating visuals and powerful sounds for movie night. With Dolby Vision, LG TVs vividly elevate movies with their vibrant colors and sharp details, delivering cinematic immersion in the comfort of home. When paired with LG Dolby Atmos soundbars, the audio experience envelopes viewers in rich, dynamic soundscapes that heighten the realism of every scene. For the avid gamer, LG TVs boast high-quality displays and gamer-centric features that ensure compelling graphics and immersive audio for dynamic, breathtaking gaming experiences.

To receive further updates on LG’s game-changing technologies that unlock new ways of sports viewing, stay tuned to LG Newsroom.

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¹ AI Super Upscaling available with TVs powered by the company’s Alpha 8 AI processor, Alpha 9 AI processor and Alpha 11 AI processor.
² Available on LG 2024 OLED TVs, QNED TVs, NanoCell TVs and UHD TVs.
³ LG OLED TV M/G/C/B series and QNED TV models that support 120Hz feature WOWCAST Built-in.

While the appearance of most appliances rarely changes, the television’s aesthetic is constantly evolving through its vibrant display. Positioned prominently in most people’s living rooms, the TV serves as a window to another world, transforming the space into a stadium one moment and providing panoramic views of the great outdoors the next. The atmosphere of the room often hinges on the placement of this essential device.

To ensure their design complements any room, LG’s latest lineup of TVs boasts a thinner form and slimmer bezels, providing complete immersion whether watching shows, films or playing games. These efforts extend to reducing the number of cables to eliminate clutter and visual distractions around the screen. Additionally, LG has paid close attention to the design of peripheral devices, such as soundbars, to ensure they harmonize with the room’s overall aesthetic. The driving force behind this new design direction is a deeper appreciation for people’s ever-evolving daily lives. Nowadays, people invest considerable time and effort into the layout and design of their homes, often seeking ways to place their TV in locations that better match their lifestyle, rather than simply following its conventional placement in the living room. The TV is evolving in response to emerging trends, more diverse lifestyles and consumers’ changing needs.

Photo credit (from left to right): the_starship from reddit (Model: OLED65G1), @zzomae_home (Model: OLED65A2MNA)

More Thoughtful Living Spaces
Naturally integrating a large TV screen into its surroundings can be challenging. While most large TVs tend to dominate the design of a living space, a large LG TV complements the interior, adding unique design elements that enhance depth and ambiance.

Photo credit (from left to right): @na.g__2 (model: OLED65B1VNA), Nice_Implement_2594 from reddit (model: OLED77G1)

The best decorated living rooms all have one thing in common: a TV that naturally integrates with the rest of the space under a unifying theme. To help home designers achieve this, LG OLED TVs fit flush to the wall like a picture frame, transforming the space to resemble an art gallery when placed centrally. These designs utilize the TV as a focal point to set the tone and evoke desired emotions, clearly emphasizing the TV as the ‘main character’ without compromising the room’s elegance and identity. This is why LG emphasizes the ‘essentials’ when designing LG OLED TVs, focusing on the inherent value of the TV in everyday life to create designs that bring people closer to their dream home.

Photo credit (from left to right): @twetwe_maison (model: OLED65G1), @today_daisy_ (model: 55LX1QKNA)

Seamlessly Blending into Living Spaces
Today’s TVs must be able to blend into their surroundings. While large-screen TVs often look best mounted on the wall, small and medium-sized TVs can be placed anywhere in the room to match the user’s lifestyle.

TV stands are providing people with the freedom to position their TVs where design and functionality are maximized. The simple yet elegant LG OLED Gallery Stand¹ accentuates content by resembling a canvas on an easel. Similar to the LG OLED Objet Collection Posé, this design frees up space and can serve as a room partition, offering new perspectives on interior design with a back that doesn’t need to be hidden away.

Flawless Designs Pay Attention to Unseen Elements
As lifestyles diversify and spaces expressing individuality increase, LG is innovating TVs that consider every design element, even the parts that are normally out of sight like the back of the TV. This helps them blend naturally into any space and achieve an unmatched sense of ‘harmony.’ To strike the ideal balance between elegance and functionality, every ornament and piece of furniture, including the TV, must harmonize under one concept. This desire for ‘harmony’ in the home is bringing exterior elements, such as natural light and natural materials, into the home as if they were seamlessly flowing from the outside to the inside. This is known as the “biophilic” design trend.

This image was created to aid understanding

A ‘biophilic’ décor incorporates natural materials like stone, wood and metal while utilizing nature’s most iconic colors and textures, appealing to our innate connection to the natural world. This emerging concept promotes the use of large windows to fill the house with natural light and the ‘planterior’ trend, which employs plants to elevate the ambiance, transforming the interior into a natural space for healing and relaxation. LG’s new design direction for its TVs aligns with ‘biophilic’ values, emphasizing visual comfort in a natural setting.

To keep pace with these trends and accommodate lifestyle changes, LG recognized the need to focus on details it had previously overlooked. This is why LG has redesigned the back panel of its TVs.

This image was created to aid understanding

Inspired by the tranquility found in nature, LG added a rustic sensibility to the LG OLED evo C4’s modern design with the ‘Statement Stone’ pattern. This feature mimics the look and texture of stone, adding depth and elegance to the space, while its natural ‘Umber Brown’ shade reinvents the back panel with a warm, nature-inspired tone. The emotions this design evokes harmonize with emerging trends, such as the ‘biophilic’ concept.

This image was created to aid understanding

The stand design, which has also evolved to suit different usage environments, is no different. With stands evolving with new TV designs, LG added a height adjustment function to some stands.² Although this may seem minor at first glance, its impact goes beyond expectations by allowing nearby devices, such as soundbars, to be positioned in a way that harmonizes with the TV as well as users’ diverse lifestyles.

This image was created to aid understanding

The same principles have been applied to the LG OLED M, the world’s first wireless OLED TV.³ To conceal peripheral devices and neatly organize the device’s cables, LG has removed every wire except the power cable with its Zero Connect Box,⁴ which wirelessly transmits video and audio to keep the area around the TV simple and clutter-free. By implementing a design that considers hidden, easily missed design details, the LG OLED M gives homeowners the opportunity to curate a space for their distinctive lifestyles.

By aiming for design perfection down to the smallest details, LG is developing TVs that naturally merge with the interior design without losing sight of the essential elements that make a TV so important in everyday life.

To learn more about how the LG HE Design Lab is providing new experiences that fit unique lifestyle with only the essentials, stay tuned to LG Newsroom.

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¹ LG OLED Gallery Stand requires separate purchase.
² Applies to LG OLED evo G4 55/65 models.
³ The phrase “world’s first wireless OLED” refers to OLED televisions with 120Hz 4k connectivity.
⁴ The TV and Zero Connect Box both require a power connection during operation.

Last month, Europe’s biggest football competition kicked off in Germany. With the final scheduled for July 14, LG offices around the world announced various promotions to give football fanatics an opportunity to experience every kick of the ball as if they were witnessing it in person, all from the sublime comfort of home.

As our office in the host country, LG Germany implemented various promotion campaigns and highlights to ensure consumers could live every world-class goal and line-breaking assist during the four-week celebration of ‘the beautiful game.’

On its socials, LG Germany raffled a CineBeamQ projector at the beginning of the championships, making private viewing with friends as immersive as it is memorable. And to let local sports fans enjoy every game to the fullest, the company also shared its Life’s Good Fan Snack recipe for half time. A new Life’s Good Fan Snack recipe is shared every month and can compliment other sport occasions like the championships.

For those who prefer watching sports on their TV – perhaps because live broadcasts provide replays of every major event and closer shots of the action – LG Germany offered several valuable promotions such as a national cashback campaign for selected LG TVs and soundbars, which replicate the stadium’s atmosphere in the living room, with up to EUR 5,200 cashback.

Photo credit: Kevin Trapp’s Instagram

LG OLED evo TVs have set new standards in TV processing technology, boasting unbeatable picture quality after years and years of pioneering innovation. In the same way, it takes over a decade of practice until a footballer can even think about turning pro, let alone being called up to the national team. So, who better to show off the prowess of LG OLED evo TV than German footballers Kevin Trapp and Niclas Füllkrug?

Photo credit: Niclas Füllkrug’s Instagram

Niclas Füllkrug not only enjoys watching the big game on his LG OLED evo TV but also entertains thousands of football fans sitting at home in front of their TV by scoring crucial goals for club and country, like his stoppage-time equalizer against Switzerland in the group stage. LG Germany is proud to work with exceptional footballers both on and off the pitch, celebrating the joy football brings to billions of people around the world during the European Football Championship.

And, before the championships even began, LG Germany’s football-related marketing activities were launched with a fantastic shirt raffle on its social media channels alongside an online store sales event, offering ten sets of tricots for sports clubs up for grabs.

With many European players being household names across the world, the excitement for the Euros extends far beyond Europe. Committed to ensuring customers enjoy the Life’s Good experience all year round, particularly during football season, LG Malaysia launched its Frenzy Bola Bola promotion in May. This initiative provided ample opportunities for locals to immerse themselves in the play by scoring some amazing deals on LG products.

In addition to major savings, customers could also win an exclusive trip to Europe and enjoy rebates of Touch ‘n Go eWallet credits upon purchasing selected LG products. These products include 2024 LG OLED TV, Soundbar, WashTower, Styler, InstaView refrigerator, CordZero vacuum, ARTCOOL air conditioner, and PuriCare Water Purifier and Air Purifier.

LG’s home entertainment lineups are fully equipped with innovative technology to ensure viewers feel like they’re living the action from kickoff to final whistle without leaving their home. Powered by unparalleled LG OLED technology, the company hopes consumers can cheer on their teams and believe that ‘Life’s Good’ when we can enjoy our greatest passions without limitations.

Contributed by LG Germany and LG Malaysia

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Life can surprise you with unexpected detours, like a wrong turn on a familiar journey. We frequently take our health for granted, only to find it placing an unforeseen burden on ourselves and our families. Cancer, the second leading cause of death worldwide, can appear out of the dark and change our lives at any moment. Although early detection is crucial in getting a step ahead of the disease, not everyone has access to the necessary screenings or care to give them the best chance to beat it.

A recent study* revealed India’s declining health, especially the rising cases of cancer. There are now 100 cases for every 100,000 people, which is expected to rise above the global average in the next few years – from 1.39 million in 2020 to 1.57 million by 2025.

Alarmed by the way things are heading, LG India joined forces with the Indian Cancer Society in 2022 to embark on its “Together Against Cancer” initiative, aiming to support patients throughout their recovery journey.

At its core, “Together Against Cancer” focuses on providing cancer screenings across various regions in India. However, the initiative extends beyond early detection; it also aims to raise cancer awareness, ensure comprehensive treatment for diagnosed individuals and improve the quality of life for underprivileged patients.

LG India is committed to making a significant impact by ensuring patients receive the necessary care and support. Whether through screening, treatment or survivorship support, the company is dedicated to being there every step of the way.

To provide comprehensive support to the less fortunate, the program includes various activities across social media platforms, radio and cinema to emphasize the importance of early cancer detection. Efforts are also being made to reach the younger generation, with educational classes in schools and colleges designed to empower young people to take charge of their health.

To maximize outreach, LG India is organizing screening camps in various cities, with an aim to reach approximately 10,920 beneficiaries by the end of this program. The goal is to detect cancers early to improve treatment outcomes.

Understanding the financial burden of a cancer diagnosis, LG India extends critical financial support to the most underprivileged patients. This support covers surgery, radiation, chemotherapy and prosthetics, ensuring that cancer patients from all walks of life have the resources they need to fight their battle.

Recognizing that the fight against cancer doesn’t end with treatment, LG India offers counseling to survivors and their families to help them achieve mental well-being. This support also includes educational assistance for students and funding for vocational courses, equipping survivors with the tools they need to rebuild their lives.

The comprehensive support system is a testament to LG India’s commitment to improving the lives of cancer sufferers and their families, embodying the true meaning of Life’s Good.

To date, a total of 4,530 people have been screened for oral, breast and cervical cancer at 63 camps in Pune, Thane, Noida and Varanasi. Support has been extended to more than 21 survivors, helping them attend school or pursue higher education in fields such as engineering, pharmaceuticals, IT, commerce and humanities.

The collaboration with the well-established Indian Cancer Society, active for 70 years, adds credibility and experience to the initiative. This partnership exemplifies how kindness and collaboration can be powerful weapons in the fight against cancer. With LG India’s “Together Against Cancer” program, cancer care is becoming a little brighter, one precious life at a time.

Contributed by LG India

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*Study released by the Indian multinational healthcare group, Apollo Hospitals.

In the fourth episode of our ‘Customers at Heart’ series, we dive into how LG US has boosted customer satisfaction by revamping its refund system through the Online Brand Shop (OBS).

Imagine purchasing a brand-new washing machine or refrigerator, only to have it malfunction unexpectedly with no feasible repair options. Even with a full refund, such an experience can leave a sour taste. To rectify this, LG US initiated a collaborative project aimed at overhauling the refund process to enhance the customer experience. Six teams – the North America Strategy Team, DXP OX Team, DXP TDI Team, Service Corporation Call Center Team, Service Corporation Planning Team and the North American Accounting Team – voluntarily joined forces to develop a more efficient and customer-centric refund system.

The initiative targeted customers whose products had malfunctioned under the warranty period but were unable to receive a repaire due to discontinued parts or other impracticalities. To provide alternatives to a one-time cash payout, the company sought ways to retain customers and encourage future purchases by introducing rewards through the OBS of LG US, the official website where customers in the US can directly purchase products online.

Analyzing core customer grievances, the company endeavored to reform the existing cash refund policy for an easy and more pleasant process. To foster a positive customer experience, LG US developed MyLG Rewards, an OBS rewards program that offers a 110 percent points refund and encourages customers to actively use the points through a convenient and user-friendly system.

The company took proactive action to identify potential issues of the new OBS refund policy, monitoring real cases to finalize the best possible IT asset monetization process. LG US also implemented specialized training for call center staff and expanded operations to improve the overall customer experience and get ahead of any issues that could arise from the new system.

After the introduction of MyLG Rewards, the company conducted regular surveys targeting customers who received refunds. These surveys aimed to gauge customer satisfaction, track the likelihood of repurchasing LG products and monitor the frequency and duration of OBS visits. In addition to analyzing the percentage of refund customers who became new OBS members, the company also examined when customers used OBS points as well as any additional purchases made through the system.

As of October 2023, the survey results indicated high customer satisfaction, with those who utilized MyLG Rewards rating the process an average of 4.7 out of 5, compared to a 3.3 rating from refund customers in general. Customers who used MyLG Rewards also expressed a higher propensity to repurchase from the brand, with 71 percent stating they would buy LG products again, compared to 50 percent by refund customers in general.

Overall, approximately 40 percent of refund customers shared that they have regained trust in the LG brand after the introduction of the OBS point system. Those who used OBS for the first time reportedly visited the shop more frequently and for longer periods of time, and 64 percent of customers made additional payments through OBS even after using up their points.

The success of the LG US initiative has prompted expansion plans to LG Canada within the year and the launch of an OBS membership program that will offer differentiated benefits based on OBS points and membership tiers. The company has also rolled out the LG Referral Program, which enables customers to earn rewards by referring friends and family.

Through these initiatives, LG US has revolutionized the customer experience for those seeking refunds, ensuring that these customers continue their ownership experience (OX) journey with the OBS rewards system.

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