The HEALTH | January-February. 2026

• The evolution of contact lens innovations significantly enhances usability for wearers.

• New contact lenses cater to various vision needs, including astigmatism and multifocal options.

• Combining product innovation with education and support results in greater satisfaction and engagement for contact lens users.

MidValley Megamall Focus Point Signature Branch Manager and Optometrist Lai Kai Wen shared insights into these pivotal developments.

At the heart of this leap in the contact lenses market was technological advancement.

Lai noted the shift from traditional hydrogel lenses to silicone hydrogel lenses, stating:“ I believe that product innovations and improved comfort are key factors in the heightened interest among consumers. The new silicone hydrogel lenses promise superior comfort, allowing extended wear without the dryness that often affected earlier models.”

In addition to comfort, manufacturers recognised the need to cater to a wider audience with varied vision requirements. The new models began to address issues such as astigmatism and multifocal vision, opening up possibilities for many who might previously have felt excluded from contact lens use.

Furthermore, the introduction of a wide range of coloured contact lenses enabled personal expression, allowing users to experiment with their looks. This broad product offering was complemented by outreach initiatives, supported by collaboration with the government and contact lens suppliers.

Events like World Sight Day were instrumental in raising awareness of the benefits of wearing contact lenses, helping to reduce stigma and encourage more individuals to explore this vision-correction solution.

Lai Kai Wen

" I believe that product innovations and improved comfort are key factors in the heightened interest among consumers. "

- Lai Kai Wen

ONGOING SUPPORT AND EDUCATION

The role of continuous support and education emerged as crucial to maintaining customer satisfaction and loyalty.

Lai underscored the importance of followup care for first-time wearers.“ Usually, for first-time wearers, we do a follow-up with them to ensure that they know how to wear their contact lenses and keep them in good care.”

This proactive approach to customer service ensured that new wearers received ongoing guidance, helping them build selfconfidence in managing their contact lenses.

Moreover, staff training became essential to enhancing the in-store experience. The need to equip employees with the latest technological knowledge was emphasised, as their ability to share insights and recommendations significantly influences customer choices.

“ The staff have to be very confident, and they should have some of the latest technologies and knowledge, so that they can share with the customer,” she remarked, emphasising that well-informed staff could lead customers to the most suitable options for their needs.

RETENTION STRATEGIES

As the industry focused on attracting new users, retention strategies were equally vital to ensuring long-term engagement.

Lai noted that follow-up messages were consistently sent to remind customers of contact lens replacement schedules and the importance of regular power checks. This aspect of ongoing care not only nurtured user satisfaction but also educated wearers on proper contact lens maintenance, thereby contributing to better overall health outcomes.

The strategies employed during this innovative phase of the contact lens market reflect a successful fusion of technology, marketing, and customer care. As companies continue to innovate and adapt to modern consumer needs, the future of the contact lens industry looks promising.

The result is a more inclusive and supportive environment that enables individuals to explore the benefits of contact lenses with confidence and ease.- The HEALTH

FOCUSED CARE: The team at Focus Point is committed to providing the best in eye care. From left: Optometrist Nurul Shafiqah, Branch Manager and Optometrist Lai Kai Wen, and Supervisor Azman Sudirman.

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