Through a three-month project from July to September, LG Electronics is engaged in developing accessibility evaluation criteria within its service contact areas. This endeavor involves a team of researchers from Seoul National University’s ‘Disability and Health research center, led by Professor Seung-Sup Kim from the Graduate School of Public Health’s Department of Environmental Health.
In a move within the domestic home appliance industry, LG Electronics is attempting to enhance accessibility for customers with disabilities. Building on its previous evaluation of product accessibility in collaboration with a disability advisory group, LG Electronics is now undertaking a “Service Accessibility” assessment. This evaluation is focused on identifying pain points experienced by customers with disabilities when interacting with LG’s various service touchpoints.
The assessment will delve into the inconveniences and improvement requirements of customers with disabilities who engage with LG Best Shop, visit service centers, make phone calls, or use the company’s website.
In a collaborative effort between LG Electronics and Seoul National University, a comprehensive review of accessibility challenges faced by disabled individuals in their daily lives in both local and global contexts was carried out. This informed the creation of a new guide for accessibility evaluation items, developed with input from service accessibility experts.
The next phase of the project involves the evaluation itself. A panel of evaluators with disabilities, including those with conditions such as intellectual disabilities and brain lesions, will be engaged in this assessment. With a diverse selection of evaluators based on age and gender, LG Electronics will conduct individual and group interviews to gain in-depth insights into their experiences at critical touchpoints.
Additionally, LG Electronics plans to survey more than 1,000 people with intellectual disabilities to analyze their interactions with each service area comprehensively.
The insights from the service accessibility assessment will play a pivotal role in LG Electronics’ endeavors to enhance the accessibility experience for its customers with disabilities.
Simultaneously, LG Electronics is actively engaged in various initiatives to enhance customer accessibility within its service contact areas. Among these initiatives are sign language consultation services tailored for customers with hearing impairments, the provision of rental and purchase options, the establishment of LG Best Shop Disability Care Service, and the deployment of sign language information kiosks at service centers.
With a focus on translating the outcomes of the service accessibility assessment into concrete action, LG Electronics aims to formulate a comprehensive plan for enhancing accessibility across its online and offline service touchpoints.
Hong Seong-min, the leader of ESG strategy at LG Electronics, stated, “Beyond product usage, our focus is on enhancing accessibility for customers with disabilities across various service touchpoints, encompassing purchasing and consultation. Our ultimate aim is to ensure a convenient and enjoyable customer experience that is inclusive and welcoming for all, irrespective of disability.”
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