Clinique Boosts Conversions by 2.5 times, 30% Larger Basket Size, and 5x Longer Dwell Time with Perfect Corp. VTO

Situation

Clinique was founded by The Estée Lauder Companies in 1968 as the first dermatologist-created, prestige cosmetic brand. Sold in approximately 140 countries and territories, Clinique’s mission today remains what it was from the beginning: to provide the highest quality and most effective products for every skin type and concern, offering products for men and women of all ages and ethnicities.

The brand’s customized approach and quality products—all meticulously tested and carefully formulated with the latest science—have made Clinique one of the leading skincare authorities in the world. All makeup and skincare products are allergy tested and 100% fragrance free.

As part of its scientific approach to creating skincare products, Clinique has always embraced technology—including the “Clinique Computer” it developed in the 1960s, which asked customers to answer eight questions about their skin by sliding a sleek lever. How the levers lined up instantly revealed their skin type.

This same drive made Clinique an early adopter of artificial intelligence (AI) and augmented reality (AR) to better serve its customers.

Solution

Clinique has long worked closely with Perfect Corp. and the Perfect Corp. AR platform. Perfect Corp. combines powerful AI with its industry-leading AR to provide stunningly lifelike virtual try-on experiences.

Clinique Match Science. Clinique incorporates its match science with Perfect Corp. AI-powered facial scanning and AR-powered virtual try-on to help its customers find the perfect color match.

 “Several years ago, we started building our partnership with Perfect Corp., specifically around foundation and makeup to bring the AI/AR and machine learning experience to life,” says Jeremy Harris, Executive Director, Vice President, Clinique Brand Technology Leader. “Perfect Corp. is the best-in-class provider and has done outstanding work in this space, including its highly realistic virtual try-on experience.”

Clinique uses Perfect Corp. technology, including its AI shade matching and product recommendation, to enable customers to precisely match shades for foundation and then recommend three lipsticks that will go with their personalized foundation shade.   Clinique also utilizes virtual try-on for all of their makeup products.

“We go beyond shade matching,” Harris says. “Clinique calls it shade match science. “Our Shade Match Science uses a complex color algorithm to match for the perfect foundation shade, lip, or makeup shade, using Perfect Corp. AI product matching coupled with AR-powered virtual try-on experiences.”

Clinique uses Perfect Corp. virtual try-on solutions across a range of channels, including:

• In Store. Clinique offers customers an in-store virtual try-on experience, with iPads in stands on the counter running an ‘attract loop’ inviting users to explore how Clinique products will look on their own faces. Clinique Beauty Consultants also use the virtual try-on displays when engaging with customers. “The virtual try-on displays in the store are a great conversation starter for our Clinique Beauty Consultants,” Harris notes.
• Online. Clinique offers the same rich AI/AR-powered VTO experiences from its website, which has proven popular with both desktop and mobile users.
• Microsites. Clinique extends its online VTO experience to what it terms “microsites,” which are entered through use of QR codes embedded on lanyards, on in-store displays, and other formats. 

Benefits

Clinique has enjoyed several benefits since deploying its Perfect Corp. AI/AR-powered product recommendation and virtual try-on solutions, including:

• 360-degree customer engagement
• 2.5 times increase in conversion and 30% greater order value
• “Dramatic increase in time on site … customers stay 4 to 5 times longer after engaging in our VTO”
• Enhanced customer loyalty
• Great technology that makes for an easy and enjoyable customer experience 

Beauty Made Simple. Clinique customers simply scan their face to find their best color match.

360-Degree Customer Engagement

Clinique is using Perfect Corp. AI/AR to provide  customers with precision shade matching and virtual try-on across channels—from in-store, to website, to microsites.

“We have found that customers enjoy and value our VTO experience from whichever channel they choose to enter,” Harris says. “Our in-store iPad displays are great conversation starters, whether working with a Clinique Beauty Consultant, or exploring on their own.”

Website based VTO, whether from desktop or mobile devices, have also proven popular with customers—resulting in longer dwell time, increased basket size, and larger rates of conversion.

Microsites have also proven popular, with customers scanning a QR code to enter the VTO experience. 

“By placing QR codes on in-store gondola displays and such enables customers to continue the virtual try-on experience from home. We were impressed to find that 20% of customers who purchased a product with our microsite QR code on it, used the code to go to our site to engage in VTO.”

2.5 Times Increase in Conversion and 30% Greater Order Value

Clinique has found a 2.5 times greater rate of conversion for customers who engage in virtual try-on. And a 30% increase in basket size.

“We see that customers are about two and a half times more likely to make a purchase after engaging in our virtual try-on,” Harris says. “We also see that they are buying more product. Basket size is about 30% greater after a customer engages in virtual try-on. This certainly drives return on investment.”

The value of Clinique’s virtual try-on and match science has proven popular around the globe.

“We've rolled this out across multiple retail markets and online markets covering all regions, including Europe, Asia/Pacific, Latin America, and North America,” Harris says. “It’s proven to be an excellent way to facilitate and convert sales. The feedback has been very positive. Customers love its accuracy, and they also find the virtual try-on experience to be fun, which is also important.”

“Dramatic Increase in Time on Site … Customers Stay 4 to 5 Times Longer After Engaging in Our VTO”

One of the drivers behind the increased conversion and greater order value is that Clinique customers stay on the site longer when they engage with virtual try-on.

“We’ve seen a dramatic increase in time on site,” Harris says. “Customers stay 4 to 5 times longer after engaging in our VTO.” 

The company has found that experiencing virtual try-on leads to customers exploring other areas of the site.

“The virtual try-on experience seems to really trigger their interest,” Harris says. “After going through the VTO experience, they want to learn more. They explore different products, which can bring them back to try virtual try-on for something new.”

Enhanced Customer Loyalty

Clinique has long enjoyed strong customer loyalty because of the quality of its products and its efforts to help customers find a perfect match for foundation and its other products.

The company has found that its AI/AR-powered virtual try-on helps attract new customers, and build their sense of product loyalty.

“Customers tend to be very loyal to their foundation,” Harris says. “Using our shade match science, and Perfect Corp. AI-powered shade finder and AR virtual try-on, we can help them find their best foundation match, or lip or makeup products, all of which creates customer loyalty.”

The technology is appreciated by the company’s existing customers, and also helps engage new customers.

“New customers are able to use these tools to determine what the best foundation match would be for them and to try on various makeup products without having to first purchase them,” Harris says. “This technology first helps to convert them to purchasing, and then drives a connection with that new customer that creates a strong sense of loyalty because they can easily find their perfect look, whether for foundation, lip, or makeup.”

Great Technology Makes for an Easy and Enjoyable Customer Experience

Clinique values both the strength of Perfect Corp.’s AI/AR technology, as well as its ease of use. 

“You want the experience to be easy to use, easy to understand, easy to fulfill,” Harris says. “Technology can be complex, but the customer experience can't be complex or you'll lose the attention of the customer. Working closely with Perfect Corp., we’ve created a powerful, simple to use, customer experience that brings the most benefit to our consumers while driving results for the bottom line.”

Perfect Corp. a Great Partner for Moving into the Future

Clinique has always been a leader in embracing science and technology to lead the way, and values Perfect Corp. as a partner that can help it create the future.

“We see Perfect Corp. as an important long-term partner,” Harris says. “We are working with Perfect Corp. to develop new features and functionalities, and to develop a shared roadmap.”

Clinique appreciates how quickly Perfect Corp. was able to help the company adjust to new demands of the COVID-19 pandemic by adjusting its algorithms so that AI recommendations could still be accomplished for color matching, even when the customer was wearing a face mask.

“Perfect Corp. has a strong R&D team,” Harris says. The company provides personalized, white-glove service whether its account management, program management, or technical management. And they have very strong leadership at the top.”

All of this is important for Clinique’s continual  push into the future.

“No one can ever sit still, whether it's a technology company or a beauty company,” Harris says. “It's all about innovating—looking at how we can leapfrog and bring things to the table that haven’t been brought before.”

About Perfect Corp.

With over 950 Million downloads globally, Perfect Corporation is dedicated to transforming how consumers, content creators and beauty brands interact together through advanced AI and AR technologies. Our experienced team of engineers and beauty aficionados are pushing the frontiers of technology to create the beauty platform of the future—a fluid environment where individuals express themselves, learn the latest about fashion and beauty, and enjoy instant access to the products from their favorite brands. Further information about Perfect Corp. can be found at perfectcorp.com