JD Health Hosts 5th Partner Conference, Exploring New Opportunities in the Global Health Industry

On March 20, the 5th JD Health Partner Conference, themed “Seizing Momentum to Pioneer New Frontiers,” was held in Beijing. As an industry-leading innovative healthcare service provider, JD Health achieved significant progress over the past year in innovating its closed-loop model of “medical consultation + testing + diagnosis + pharmaceuticals,” building a comprehensive matrix of professional services, and implementing large AI models. These accomplishments have substantially enhanced users’ health consumption experience and further solidified JD Health’s leading position as the primary online portal for health-related consumer spending.

In 2025, JD Health will continue to strengthen its connections with upstream partners and end-users, leading the industry’s upgrade from a single-product supply model to one driven by comprehensive professional services. It will comprehensively enhance its one-stop closed-loop experience and omni-channel service capabilities, providing users with a more professional, convenient, and efficient experience in seeking medical care and purchasing medications, thereby effectively addressing their health concerns.

Jin Enlin, SEC Committee Member of JD.com Group and CEO of JD Health, stated that as the definite demand for health consumption rapidly expands and a new wave of innovation, represented by AI technology, sweeps across the industry, the market’s immense potential and vibrant vitality are being fully unleashed. JD Health aims to collaborate with its partners to pursue more efficient and higher-quality business growth, jointly creating broader and deeper industry value.

 (Figure: Opening remarks by Jin Enlin, SEC Committee Member of JD Group and CEO of JD Health)

In 2024, JD Health further strengthened its absolute dominance in the B2C retail sector for pharmaceuticals and health products, continuing to expand its market share. Through deep strategic collaborations with leading global pharmaceutical and health brands, JD Health not only steadily enhanced the diversity of its health product offerings but also advanced the specialized development of its product categories into a new phase. Notably, in 2024, the number of SKUs in the pharmaceutical category surpassed 10 million, while over 2 million new SKUs were launched in the nutrition and wellness category. The number of cross-border nutrition and wellness stores grew by more than 181% year-over-year. To better safeguard and serve users, JD Health partnered with nearly 40 top-tier brands to jointly build specialized category services, focusing on after-sales support and promotional consultation scenarios, with dedicated efforts to improve user experience and service quality. In 2024, the customer help rate per 10,000 orders (CPO) for cooperating brands decreased by 21% year-over-year, significantly boosting user satisfaction.

JD Health’s investment in its professional service matrix and the expansion of its “JD Nurse-at-Home” service have bolstered consumer trust in the brand. In 2024, nearly 1,500 SKUs across nine major categories of medical devices—including blood glucose meters, oxygen concentrators, ventilators, and nebulizers—were integrated with the Nurse-at-Home service. Upon purchasing these products, users can freely book a professional nurse for home visits to receive usage guidance and educational information on precautions. Through collaboration with hearing aid brands, JD Health provides in-home hearing testing and device fitting services by nurses, helping users address wearing issues. This initiative has reduced product losses due to improper use for manufacturers, resulting in a 20% decrease in reverse return rates.

Currently, JD Health has built the industry’s largest and most comprehensive professional healthcare service matrix, centered on a “physician + pharmacist + nurse + nutritionist” model. By integrating AI applications, it has achieved a transformation from single-product supply to full-service professional care, providing partner brands with tangible and efficient growth solutions.

Taking JD Health’s “AI Nutritionist” as an example, it intelligently analyzes user data such as dietary habits and health indicators to provide personalized meal plans and nutritional advice. In 2024, JD Health’s AI Nutritionist delivered professional health guidance and service solutions to over 10 million users. The conversion rate of the AI Nutritionist doubled that of human consultants, significantly enhancing service efficiency. AI technology is also widely applied in scenarios such as chronic disease management, user profiling, and connectivity with smart hardware. By collaborating with brands, JD Health jointly provides users with smarter and more personalized health services.

While strengthening its professional services, JD Health has continued to consolidate its industry-leading supply chain infrastructure. In 2024, JD Health further deepened its omnichannel business layout of “B2C + O2O + offline stores,” reshaping the efficiency of its supply chain channels. Notably, the number of merchants on its O2O platform doubled year-on-year; it has partnered with over 200 industrial brands, and its delivery coverage extends to more than 2,600 counties, districts, and cities across China.

(Figure: Speech by the Head of JD Health’s Instant Retail Business Division)

As we enter 2025, we are one step closer to achieving the strategic goals of “Healthy China 2030.” Facing the next five-year cycle, JD Health will leverage a more forward-looking perspective and more comprehensive service capabilities to work with partners in seizing new development opportunities.

At the policy level, relevant authorities have continued to focus on and introduce measures in areas such as new health consumption, weight management, national consumer subsidies, and online medical insurance payments, bringing significant dividends to the future of the health industry. For instance, the national weight-loss initiative has driven greater demand for comprehensive health solutions that include pharmaceuticals, nutritional supplements, and professional services; the promotion of national consumer subsidy policies has facilitated the widespread adoption of age-appropriate medical devices; and the opening up of online medical insurance policies has further reinforced public acceptance of consulting doctors and purchasing medications online.

As the “primary online entry point for health consumption,” JD Health has detected more nuanced shifts in user health needs. Data shows that regarding pharmaceutical products, an increasing number of households are prioritizing the concept of “essential home medicines.” In 2024, users from third-tier cities and below accounted for over 65% of JD Health’s pharmaceutical category customers, indicating that the health consumption potential in lower-tier markets is being unleashed.

(Figure: Speech by the Head of JD Health's Pharmaceutical Business Division)

Meanwhile, consumer demand for health services has shifted from a singular focus on “treating diseases when they occur” to pursuing comprehensive health management, driving the health consumption market toward greater diversification and refinement. Data from JD Health shows that the nutritional supplements market is increasingly segmented by efficacy and target demographics. Traditional tonic products, primarily consisting of herbal pastes (Gaofang) and items based on the “medicine-food homology” concept, are gradually evolving into ready-to-eat formats. There is robust demand for niche categories such as nutritional supplements containing gamma-aminobutyric acid (GABA) and lysine to support growth in older children, as well as ergothioneine and freshly stewed bird’s nest products tailored to women’s health.

(Figure: Speech by the Head of JD Health's Nutrition and Healthcare Business Division)

Meanwhile, the industry faces both greater challenges and opportunities. For instance, exposure of illicit practices in the production of substandard sanitary pads has drawn more consumers’ attention to “medical-grade pads,” a category of medical devices. Data from JD Health shows that sales of medical-grade pads doubled in 2024, while sales of medical aesthetic facial masks and medical alcohol wipes grew by more than 50%. As consumers upgrade their health-related consumption demands toward greater reassurance and peace of mind, an increasing number of household products are evolving toward medical-grade standards.

(Figure: Speech by the Head of JD Health's Medical Device Business Division)

Faced with numerous challenges and opportunities, JD Health will leverage its accumulated user service experience and mature supply chain capabilities to explore new growth pathways with partners in a more efficient manner.

For consumers, JD Health is continuously driving the healthcare industry’s evolution from “product delivery” to “value co-creation.” In the pharmaceutical sector, JD Health will leverage the professional expertise of physicians and pharmacists, along with digital tools, to provide comprehensive disease management services for chronic disease patients, including medication guidance and regular follow-ups. In the medical device sector, scenario-based services such as device calibration and rehabilitation guidance are offered through the “JD Nurses at Home” service, extending professional medical resources into home settings. In the nutrition and wellness sector, JD Health will enhance its dietitian teams with AI technology to customize scientific dietary and nutritional supplementation plans, integrating health management into daily life.

Leveraging health records from hundreds of millions of users, JD Health will integrate full-lifecycle data—including consumption, online consultations, and physical examinations—in 2025 to provide personalized health management and risk warning services. Furthermore, it will build a tripartite service matrix comprising “professional physicians + AI digital humans + intelligent assistants” to address diverse needs such as medical consultation, healthcare access, and health management. By leveraging data predictive capabilities, JD Health will precisely meet user demands; for instance, during pollen seasons, it will forecast potential user needs for allergy protection and collaborate with brands to proactively arrange products and services.

JD Health will strengthen its connections with upstream suppliers and end consumers, forging closer ties with its partners. In 2025, JD Health will launch a one-stop solution for the debut of new products. At this conference, nearly 50 brands from around the world have expressed their intention to collaborate with JD Health on new product launches in 2025. Both parties will select outstanding new products for their online premieres on JD Health, enabling global simultaneous access to high-quality health and wellness products.

(Figure: Speech by the Head of Marketing at JD Health)

JD Health will further invest in the innovative application of technologies such as AI and large language models, continuously exploring and solidifying their implementation. On one hand, it will advance the AI-driven transformation of its existing businesses, enhancing the role of technology in reducing costs and improving efficiency within actual operations. By leveraging scenario-based applications of big data and artificial intelligence, JD Health aims to comprehensively elevate the health consumption experience and innovate health service models. On the other hand, it will open up its technically proven and refined capabilities to the external market, delivering a series of innovative products and solutions to expand greater growth potential and possibilities for the industry.

Looking ahead, JD Health will continue to collaborate with its partners, adopting a more open stance, more innovative models, and a more robust technological foundation to drive the healthcare industry’s transition from “scale-driven growth” to “value creation.” This effort aims to enable everyone to enjoy a more convenient and trustworthy healthy lifestyle, thereby making greater contributions to the realization of the “Healthy China 2030” goals.