Case Study: Ulta Beauty achieves 114% projected ROI and 40% reduction in training costs with WalkMe

Ulta Beauty uses WalkMe’s Digital Adoption Platform to build trust in technology, reduce errors, and optimize inventory

Ulta Beauty, the largest U.S. beauty retailer with 1,200+ stores and over 25,000 products, struggled to onboard associates to its customized warehouse replenishment system, Swift. Generic vendor training, long in‑person certification sessions and a 180‑page guide left users confused, prompting frequent manual overrides, errors, excess inventory and an overwhelmed support team.

Ulta implemented WalkMe’s Digital Adoption Platform—custom in‑app overlays, Smart Walk‑Thrus, SmartTips, field validation and targeted ShoutOuts—so employees get guidance at the point of need. The change drove 96.4% user engagement, sharply reduced support and training burden, enabled faster, more accurate holiday ordering, and delivered measurable benefits: a projected 114% annual ROI, 40% lower training costs and 800+ development hours saved.

Ulta Beauty

Elyse Sanneman

Manager, Merchandising and MP&I Training