M20. Best Use of Website & Apps

To address the high-rationality demands of the medical skincare market, we transformed complex product discovery into a trusted, high-efficiency decision journey. We executed a deep transformation to tackle key challenges: decision paralysis caused by information anxiety, latent frustrations missed by traditional analytics, and performance bottlenecks in omni-channel membership. By implementing a “Behavior-Led Optimization Framework” that integrates multi-dimensional behavioral data and statistical models, we achieved a 196% surge in member page click-through rates and a 21% YoY increase in PDP completion rates, effectively alleviating decision anxiety through deepened product cognition. Following cross-device optimization, user engagement rose by 13% and session duration increased by 61%, demonstrating that behavioral monitoring successfully retains at-risk users. Through this high-efficiency digital experience, we precisely address latent needs and empower high-value members, sustaining a seamless, robust omni-channel customer experience.