This is a case study about Lush and how they set about to Connect with the Connected Consumer by leveraging open source.

1. LUSH
the rise of the experience web:
How LUSH Dramatically
Increased online sales

2. choosing the platform
What LUSH needed
Unified platform to manage content, commerce & community
Multi-lingual and global support
Rich customer experience at all levels of engagement
Powerful content curation and customer service experience
Design not inhibited by technology

3. Mobile first not good enough
Responds based on size
Live pattern guide
(no wire frames)
Modular content approach
Beautifully Responsive

4. “Our bottom line isn’t always the
driving factor. We want to
educate about cosmetics.”
Andy Russell, Creative Director
Unconventional wisdom

5. Product pages rich descriptions
All ingredients listed with
several featured & key
ingredients
Related sourcing stories
Storytelling

6. Content
Commerce
Community

8. Never afraid to stand up for
beliefs
Provides a platform and voice
for campaigns LUSH believe in
Campaigning

10. Personalised
Order history
Reviews and comments
Order tracking
Wish list & inc. public
(buy me…)
Customer Experience

11. Reviews are real and uncensored
Authentic

12. • Live social feeds # and @
• All shop pages managed by
manager
• Shop’s own twitter, facebook &
pinterest
Localized content

13. Behavioural recommendation

14. Kitchen brings manufacturing to
the heart of the consumer,
through the power of digital,
with ‘live’ prepared products
available to order online.
Cooking up a storm

15. Live Google hangout /
YouTube
Interactive experience
during and after
#saturdaykitchen
#lushkitchen

16. All Kitchen orders get Polaroid of
their products being created.
Connecting experience

17. Customer services can, for
whatever reason, give a little
extra free.
Random act of Kindness

18. Lush love

19. • Lush Brazil - launched Sept 14
• Lush Japan - launched Oct 14
• Lush EU - in progress - a single
platform to replace 26 country
website.
Global Roll Out

20. BEHIND THE SCENES
creating the site

22. Making the experience seamless

23. Content and Commerce Management
• Image management
• Global CDN optomisation
• Payment management
• Customer & Order management
• Powerful content curation

24. DIGITALIZATION
transforming from the inside

25. “Our customers expect to engage with us instantly
through a myriad of digital and social platforms, and the
expectations of the business on us have never been higher.
These new technologies and new channels require us to
transform not only what we do, but how we do it”.
Caroline Taylor, CMO, IBM Europe

26. BARRIERS:
SILO’S

27. The shift you need to be ready for
Traditional Information Technology
Siloed teams with different solutions
delivering disjointed experiences
Disciplined (slow) processes for building
and deploying digital experiences
Proprietary solutions whose technology
evolves too slow
On-premise infrastructure with rigid &
costly capital expenses
New Business Technology
Integrated teams with a shared solution
delivering unified experiences
Agile (fast) process for building and
deploying digital experiences
Open Source solutions that evolve at the
speed of the web
Cloud-based infrastructure with flexible and
lower cost operational expenses

28. THANK YOU
MYLES DAVIDSON
iKOS Digital
myles@i-KOS.com
@mylesdavidson
@i_KOS