11 hoursOf manual checking every day: 9 for sales audits, 2 for deposit settlement

170+Paper receipt types created every day

Since 1989Transaction records kept on paper in warehouses

Context

Background

Lotte World opened in 1989, and its transaction records had been archived on paper ever since. Every day the park produced more than 170 types of paper receipts, and staff reconciled sales and deposits by hand.

Data entry errors were common, and each one meant phone calls and meetings between the park and the back office to find out what really happened.

Problem

11 hours of manual checking a day

Sales audits and deposit settlement took 11 hours of manual work a day, with no shared data between systems.

Goal

Automate the checks and go paperless

Connect the systems so the numbers check themselves, and make the new tools easy for the staff who would use them every day.

Research

Staff research

Stakeholder interviews

Senior staff were worn out by the repeated phone calls and meetings needed to check manual data errors.

Task analysis

Complex legacy screens and constant error checks caused real stress, especially for older employees.

Insight

Root cause: the error-check loop

The task analysis showed that one feedback loop was the main cause of the delay. Every error went through the same four steps, and then started again with the next one.

Step 1Find an error

Step 2Call the department

Step 3Check the paper receipt

Step 4Correct the system

How might we

How might we let the numbers check themselves, so nobody has to call anyone to verify a receipt?

Solution

Solution

Process simplification and automation

Compared the as-is and to-be processes, and connected kiosks and POS terminals to the ERP, so every transaction lands in one place and is validated automatically.

An interface for senior staff

Removed unnecessary screen elements and simplified navigation so staff could focus on their core task. Used large type and high-contrast colors for easier reading.

Impact

Impact

11 hours
→ real time

The daily manual burden turned into a real-time digital sync between the park and the back office.

99%Less time spent on settlement

90%+Fewer cross-department calls, thanks to automatic data validation

100%Paperless. The archives kept since 1989 were cleared, saving cost and space.

Software engineer who designs