Lush trials new tech-powered retail experience in new Tokyo concept store

By

Barbara Santamaria

Published
Nov 23, 2018

British cosmetics retailer Lush has opened a concept store in Tokyo that will offer visitors a new, integrated experience and collect customer feedback for the brand’s future endeavors.

Opening on 22 November, the shop in Harajuku, Tokyo is dedicated to the brand’s star product, the bath bomb, but it has no signs with product descriptions and no sinks for product demonstrations. Instead, customers are invited to use the new LushLab app to discover the list of ingredients of each bath bomb and watch a digital demonstration.

The app, powered by artificial intelligence, uses the phone’s camera to scan the products and provide the information. Lush said this initiative joins its two recently-launched concept stores in Milan and Berlin in their commitment to remove packaging from cosmetics, and ensures customers get all the information they need in an responsible way.

The two-storey shop will focus entirely on bath bombs, stocking seasonal and all year round items as well as many creations that are exclusive to the shop.

Additionally, customers will be encouraged to give feedback on the retail experience and help shape the future of the shop, Lush said. The app will also take feedback from customers around the world, offering a series of augmented reality challenges in the UK, Korea, Japan, Germany, Italy, France and Australia.

In the UK, the retailer will be also launching 12 limited-edition bath bombs to celebrate the opening of the Tokyo concept store.