Revolutionizing Self-Help Experience through Video Manual Standardization
Hansem Global, ranked 49th in the 2025 Global Top 100 LSP list by CSA Research, has long been a world-class leader in technical documentation for global giants like Samsung Electronics and Hyundai Motor Company. In this project for LG U+, a leading telecommunications provider, we went beyond simply creating a new format; we engineered a standardized video manual production engine that redefined the self-help experience for modern users.
Project Summary
While Hansem Global has traditionally managed LG U+’s documentation across print, mobile, and web platforms, the rising demand for self-service troubleshooting and the shift toward mobile-first content necessitated a new approach. LG U+ commissioned Hansem Global to develop their first “Self-Help Video Manuals”. The goal was to empower users to resolve issues independently before contacting customer support, requiring an entirely new production framework.
Challenges
Transitioning from text-heavy manuals to dynamic video required overcoming several technical and organizational hurdles:
- Lack of Workflow Governance: With no prior precedent for video manuals, there was an urgent need to design an End-to-End Standard Operating Procedure (SOP) from planning to delivery.
- Absence of Instructional Design Framework: The project lacked a standardized “video language” (screen composition, cut transitions) specifically optimized for technical instruction.
- Undefined Cross-functional Collaboration: A new organizational structure was required to bridge the gap between technical writing and motion graphics design.
- Fragmented Visual Identity (VI): Existing videos from other agencies lacked consistency in tone and style, making it difficult to maintain LG U+’s brand integrity.
Our Solutions
1. End-to-End Video Production Pipeline
Hansem Global defined a specialized pipeline: Planning → AV Scriptwriting → Asset Acquisition → Motion Editing → QA. By introducing a “Multi-modal Scenario Design” phase for technical writers, we ensured that the core accuracy of the manual remained intact during the transition to video.
2. Instructional Scripting (Visualized Logic)
To realize “Visualized Logic,” we applied a rigorous design-led approach to the scripting phase:
- AV Multi-track Design: We independently yet organically synced visual elements (subtitles, motions) and auditory elements (narration) to maximize information delivery.
- Cognitive Load Optimization: By precisely controlling information density per cut, we designed an experience that is “understandable at a glance,” allowing users to follow at their own pace without fatigue.
3. Universal Video Design Guidelines
Leveraging our 10+ years of experience in global manual production, we established a new Video Style Guide optimized for the LG U+ brand:
- Visual Component Standardization: We standardized layouts, color palettes, and typography to ensure brand consistency.
- UX-driven Interaction Guide: We standardized UI highlights and touch motions, creating an environment for “Simplified Mastery” where users intuitively learn operations.
Outcome
- Rapid Operational Readiness: Leveraging our expertise as a top-tier global LSP, we stabilized the production system in a short period, establishing video manuals as a core, high-quality service line.
- Scalability & Business Expansion: The standardized engine allowed LG U+ to expand the service across multiple departments, proving that Hansem Global’s solution is built for high-volume, consistent output.
- Quality Leadership over Competitors: Our “Visualized Logic” strategy resulted in superior visual consistency and smoother flow compared to previous agency outputs, setting a new benchmark for instructional quality.
- CX Transformation via Self-Help: By simplifying complex steps into intuitive flows, we empowered users to achieve “Simplified Mastery,” significantly enhancing LG U+’s digital customer experience and reducing support center overhead.