LUSH & Google Cloud: Streamlining Sustainable Cosmetics

Lush has built its reputation on packaging-free cosmetics, offering products that avoid the waste tied to traditional packaging and manufacturing processes. 

The global cosmetics sector, by comparison, generates over 120 billion units of packaging every year, according to Zero Waste Europe. 

While going packaging-free helps cut plastic and landfill waste, it has presented practical challenges for LUSH, particularly in its retail and customer-facing operations.

Without the barcodes associated with traditional packaging solutions, sales staff have had to memorise hundreds of products, manually entering each item into the till. 

This slows down transactions and brings inefficiencies to point of sale. To address this, LUSH has turned to AI and a collaboration with Google Cloud, aiming to resolve both operational issues and sustainability goals in one move.

Packaging-free model rooted in product innovation

LUSH’s approach dates back to its early days when limited funds sparked creative product development. 

Co-Founder Helen Ambrosen explains the origin: “As the concepts of the products began to evolve and because we had no money for packaging to begin with, a list of products that could be made solid began to come into view.”

This led to the creation of solid-format cosmetics such as a solid bath oil and the henna brick. Ambrosen adds: “I worked through my list realising that products in this form did not require preservatives.”

This approach aligned with LUSH’s environmental values. “All our careers have been spent considering this and working to make products without preservatives,” Helen says. 

The ongoing commitment to innovation by Ambrosen and other founders has resulted in a “very extensive patent portfolio,” which she notes the company is proud of.

Solid, packaging-free products also help to reduce overhead costs during development and production. 

For example, eliminating packaging means fewer resources consumed during manufacturing and transport, which reduces a product’s carbon footprint. 

LUSH states that it saves nearly six million plastic bottles globally just from the sale of shampoo bars. Products can be offered at more accessible prices or include better quality ingredients due to lower packaging costs.

AI at checkout tackles waste and delays

To remove manual lookup from the sales process, LUSH is implementing Google Cloud’s AI solution in its stores. 

Google Cloud helps retailers by using large volumes of customer and product data to create AI-driven applications. 

Its solution digitalises stores and supports use cases for both staff and shoppers. It enhances service delivery by offering improved product intelligence and simplifying in-store processes.

At LUSH, this means customers can scan products using their phones, sending information directly to the tills. Cameras installed at checkout points can now instantly recognise unpackaged items held up by customers, eliminating the need for staff to manually search the product database. This change reduces transaction time and helps with customer flow, particularly in high-footfall periods.

LUSH reports that the new system made a noticeable difference during the Christmas peak in Glasgow, where queue times dropped from out-the-door to about three minutes. 

The AI solution has also improved billing accuracy and inventory management, helping the business maintain operational control while dealing with the variability of unpackaged goods.

AI improves training, inclusivity and sustainability metrics

Beyond the checkout experience, AI has also delivered benefits to LUSH’s internal operations. 

Staff onboarding has become faster and more intuitive, as new employees no longer need to memorise product catalogues. According to LUSH, this has made the workplace more inclusive.

The AI integration has led to water savings too. LUSH estimates that around 440,000 litres of water have been saved by reducing the need for in-store demonstrations, which are often used to explain product use.

Justin Keeble, Managing Director for Global Sustainability at Google Cloud, states: “LUSH is leveraging Google Cloud AI to champion sustainability in their retail operations. 

“They’re using AI to identify unpackaged products at checkout, cutting down transaction times and saving water by reducing the need for in-store product demonstrations. It’s a great example of how technology can support eco-conscious practices while enhancing the customer experience.”