Contents

Chapter 1: Introduction..................................................................................................................................2
1.1 Introduction:.........................................................................................................................................2
1.2 Objectives:...............................................................................................................................................2
1.3 Problem Statement:..................................................................................................................................2
1.4 Assumptions and Constraints:.................................................................................................................3
1.5 Project Scope:..........................................................................................................................................3
Chapter 2: Requirements Analysis:...............................................................................................................4
2.1 Literature Review / Existing System Study:............................................................................................4
2.2 Stakeholders List (Actors):......................................................................................................................5
2.3 Requirements Elicitation:.........................................................................................................................5
2.3.1 Functional Requirements:.................................................................................................................5
2.3.2 Non-Functional Requirements:.........................................................................................................6
2.4 Requirements Traceability Matrix:..........................................................................................................6
2.5 Use Case Descriptions:............................................................................................................................6
2.6 Use Case Design:.....................................................................................................................................7
2.6 Software Development Life Cycle Model (SDLC) and Justification:.....................................................8
Chapter 3:.......................................................................................................................................................9
System Design:..............................................................................................................................................9
Work Breakdown Structure (WBS).................................................................................................10
Chapter 4: System:.......................................................................................................................................11
4.1 Test Cases:.............................................................................................................................................11
4.2 Unit Testing:..........................................................................................................................................12
4.3 Integration Testing:................................................................................................................................13
4.4 Acceptance Testing (User Testing in Gilgit-Baltistan):.........................................................................14
Chapter 5: Conclusion:................................................................................................................................15
5.1 Problems Faced and Lessons Learned:..................................................................................................15
5.2 Project Summary:...................................................................................................................................16
5.3 Future Work:..........................................................................................................................................16
Chapter 1: Introduction

1.1 Introduction:
In today’s rapidly evolving digital world, the demand for on-demand services and online shopping is
increasing exponentially. Urban centres across the globe have embraced digital platforms for hiring home
service providers and shopping for construction-related goods. However, remote regions such as Gilgit-
Baltistan (GB) in Pakistan still face significant challenges in this regard due to the lack of access to
reliable platforms, limited awareness, and infrastructural gaps. Residents in GB often struggle to find
qualified technicians like electricians, plumbers, or painters, and sourcing quality construction materials
or household items can be time-consuming and inefficient. Existing solutions are fragmented, informal,
and do not offer a unified or standardized approach. This results in delays, unverified service quality,
inconsistent pricing, and general inconvenience. This project proposes a Web-based Online Home
Services and Shopping Platform designed specifically to cater to the unique needs of the people in Gilgit-
Baltistan. The platform integrates two major functionalities: Booking professional home service providers
(e.g., electricians, plumbers, carpenters) Purchasing construction and household products online from
local vendors By digitalizing these two essential domains, the platform aims to improve accessibility,
reliability, and economic opportunity for both service consumers and local service providers/vendors.

1.2 Objectives:
The primary objectives of this Final Year Project are as follows: To develop a user-centric web
application that provides an integrated interface for booking home services and online shopping. To
facilitate digitally verified and location-based service providers, enabling users to book professionals
based on availability and reviews. To create an e-commerce module that allows local shops and vendors
to list construction and home improvement products. To implement secure and flexible booking and
ordering processes, including payment, order tracking, and status notifications. To build an admin
dashboard for platform management, vendor approvals, service listing moderation, and user analytics. To
support the local economy of Gilgit-Baltistan by providing a structured online presence for small
businesses and freelancers.

1.3 Problem Statement:

Despite the increasing global adoption of service and shopping platforms, Gilgit-Baltistan lacks a
comprehensive digital solution that caters to the everyday needs of its residents in terms of: Finding
reliable home service professionals Ordering building materials and household tools online Scheduling
and managing services/products efficiently Ensuring accountability and service quality The absence of a
centralized system leads to frustration among consumers and missed business opportunities for local
professionals and sellers. There is a critical need for a platform that simplifies access, enhances trust, and
introduces transparency in both service provision and product sales.

1.4 Assumptions and Constraints:

Assumptions:
 Target users (customers and vendors) have access to basic internet and smartphone/computer
devices.
 Service providers and vendors are willing to register and engage with customers through the
platform.
 Users are willing to adopt online systems if they find value in convenience and reliability.

Constraints:
 Limited internet connectivity in remote areas may affect platform performance and accessibility.
 User digital literacy levels vary, requiring an extremely intuitive and minimal interface.
 Initial platform will be web-based only due to budget and time limitations; mobile apps are
planned for future expansion.
 Real-time logistics and live technician tracking are excluded in the first release due to
infrastructure limitations.
 All service providers will need to be manually verified, which may initially limit scalability.

1.5 Project Scope:

A web-based responsive application divided into two modules:

a. Home Services Booking System.

b. Online Shopping Store for Construction and Household Items.

User roles: Admin, Customers, Service Providers, and Vendors.

Features include:
  Registration and login (with user role-based dashboards).

 Service provider search, availability checking, booking system.

 Product browsing, filtering, cart system, and checkout process.

 Payment method integration (COD or digital wallet).

 Order history, service review, and notification system.

 Admin portal for full system management and analytics

 Native Android or iOS mobile applications.

 Real-time service tracking or map-based technician location

Chapter 2: Requirements Analysis:

2.1 Literature Review / Existing System Study:

Several platforms exist globally that provide online home services, such as UrbanClap (now Urban
Company), Thumbtack, and Task Rabbit. These platforms offer essential features including:

 Verified and skilled service providers.

 Real-time booking and scheduling.
 User feedback systems (ratings and reviews).
 Secure online payments.
 Easy-to-use mobile interfaces.

While these platforms have seen success in metropolitan regions, they are often not designed to serve the
specific needs of remote or underdeveloped areas like Gilgit-Baltistan (GB). The challenges in such
regions include:

 Limited availability of local professional service providers on mainstream platforms.

 Poor or inconsistent internet connectivity.
 Lower digital literacy among residents.
  Lack of region-specific features, language support, and local logistics.

In the context of GB, where access to reliable and timely home services is a growing need, there is a
clear gap in the market for a solution tailored specifically to this environment. Our proposed platform
addresses these limitations by offering a locally focused digital solution. It enables residents of Gilgit-
Baltistan to book essential home services—such as plumbing, electrical work, and painting—through a
simplified and intuitive system. Unlike generic platforms, our system is built with local realities in mind,
ensuring accessibility, reliability, and cultural relevance for the users in this region.

2.2 Stakeholders List (Actors):

Stakeholder Role/Responsibility
Admin / Business Manages entire platform (users, services, product inventory,
Owner deliveries)
Customer Uses platform to book home services or order products
Service Provider Delivers booked home services at customer’s location
Delivery Staff Delivers physical products ordered by customers
System Automates bookings, inventory, notifications, and user interaction

2.3 Requirements Elicitation:

2.3.1 Functional Requirements:

 Role-based user registration/login (Admin, Customer, Service Provider, Delivery Staff)

 Browse and book local home services (e.g., electrician, plumber)

 Browse and purchase construction/home-related products

 Admin panel to manage services, inventory, orders, and deliveries

 Order tracking system for both services and products

 Notification system (SMS/email updates)

2.3.2 Non-Functional Requirements:

 User-Friendly Interface: Designed for non-technical users in GB

 Performance: Optimized for low-bandwidth areas
 Security: Secure authentication and order processing
 Reliability: Stable performance even with limited infrastructure
 Scalability: Future upgrade options for mobile apps and real-time tracking

2.4 Requirements Traceability Matrix:

ID Requirement Related Use Case Priority
FR01 Role-based login system UC01 High
FR02 Book a local home service UC02 High
FR03 Buy construction/home products UC03 High
FR04 Admin manages bookings & UC04 High
inventory
FR05 Assign delivery staff to orders UC05 Medium
FR06 Notification system UC06 Medium

2.5 Use Case Descriptions:

Use Case 1: Book a Home Service:

Actor: Customer

Description: User selects a service (e.g., plumber), schedules date/time, confirms booking

Preconditions: User must be registered and logged in

Postconditions: Service provider is notified; admin sees booking details

Use Case 2: Purchase a Product:

 Actor: Customer

 Description: User browses product categories, adds items to cart, confirms purchase

 Preconditions: Product is in stock

 Postconditions: Admin assigns delivery; order status updated

Use Case 3: Assign Delivery:

 Actor: Admin

 Description: Admin checks pending product orders and assigns them to delivery staff

 Preconditions: Order must be confirmed

 Postconditions: Delivery marked as dispatched

2.6 Use Case Design:

Use case design helps to visualize the interaction between users (actors) and the system to
achieve specific goals. These use cases define the core functionalities of the platform, ensuring
that the system fulfills user needs in real-world scenarios. Each use case is represented with clear
roles and steps that describe how a user interacts with the system. Key use cases in our platform
include:

 Book a Home Service: A user selects a category (e.g., plumber, electrician), chooses an
available time slot, and confirms the booking.

 Track Service Status: A user views the status of their service request (pending, in progress,
completed).

 Order Essentials for Delivery: A user selects household or construction-related items from
the platform and places an order.
 View Order History: The user can review past service bookings and product orders.

 Admin Management: Admin can manage users, services, bookings, and deliveries through
a centralized dashboard.

2.6 Software Development Life Cycle Model (SDLC) and

Justification:
For the development of our project—a localized home services and delivery platform for Gilgit-Baltistan

—we have selected the Incremental Software Development Life Cycle Model.

Overview of the Incremental Model:

The Incremental Model is a process where the system is designed, implemented, and tested in small,

manageable portions (increments). Each increment adds functional features to the system and is

integrated with previous releases. This continues until the complete system is developed.

Why the Incremental Model is Suitable for Our Project:

1. Dividing Complex Functionality:

 Our platform includes two major modules: home service booking and essential product
delivery. These can be developed in separate phases, making the development process
more organized and efficient.
2. Early Delivery of Core Features:

 The Incremental Model allows us to deliver a minimum viable product (MVP) early—such as
basic service booking—before gradually adding more features like delivery tracking, order
history, and admin controls.

3. Flexibility and Adaptability:

 The project targets a remote and diverse population with different levels of digital literacy.

Through incremental releases, we can collect real-time feedback from users in Gilgit-Baltistan

and make adjustments accordingly.

4. Risk Management:
 By dividing the project into increments, potential risks are identified early and resolved in a

timely manner, reducing the chances of complete project failure.

5. Efficient Testing and Debugging:

 Each module is tested thoroughly before the next increment begins. This ensures higher reliability

and fewer bugs as the system evolves.

6. Improved Stakeholder Involvement:

 Stakeholders (users, developers, administrators) can review and provide feedback at every stage,

ensuring that the product aligns with actual needs—especially important in a community-centric

platform.

7. Cost-Effectiveness:

 Because features are added over time, the development team can manage resources more

efficiently, making it suitable for limited-budget projects like student-led or region-

specific solutions.

Conclusion:

The Incremental SDLC Model provides an ideal framework for building our platform, which
requires modular development, early user engagement, and continuous improvement. It helps us
ensure that the platform remains user-friendly, regionally relevant, and scalable, meeting the
specific needs of the people of Gilgit-Baltistan.
Chapter 3:

System Design:

Here is a sample Work Breakdown Structure for a service-based web system (adjust the titles
as needed for your project):

Work Breakdown Structure (WBS)

Level 1: Final Year Project – GB Home Services System

Level 2: Project Planning

 Define project scope

 Identify requirements
 Schedule timeline
 Risk assessment

Level 2: System Design

 UI/UX design
 Database schema design
 Architecture planning
 Use case & activity diagrams

Level 2: System Development

 Frontend development
o Homepage
o User registration & login
o Booking form
 Backend development
o Admin dashboard
o API integration
o Database setup

Level 2: Testing

 Unit testing
 Integration testing
 User acceptance testing (UAT)
 Bug fixing
Level 2: Deployment

 Hosting setup
 Domain configuration
 Deployment to server

Level 2: Documentation

 Technical documentation
 User manual
 Final report & presentation

Chapter 4: System:
System testing is a comprehensive process used to validate the functionality, reliability, performance, and
security of the GB Online Home Services and Shop Platform. It ensures that the system works as a whole
and meets the expectations of its users, including customers, service providers, shopkeepers, and
administrators. This phase is crucial before deploying the platform for live use in Gilgit-Baltistan.

This chapter covers:

 The structure and examples of test cases

 Unit testing of individual modules

 Integration testing between system components

 Acceptance testing with real users

4.1 Test Cases:

Test cases are carefully crafted scenarios that simulate real-life user interactions to ensure that
every feature works correctly and handles errors gracefully. Each test case consists of the
following:

 Test Case ID – Unique identifier

 Description – Purpose of the test

 Input – What is given to the system

 Expected Result – What should happen

 Actual Result – What happened during testing

 Status – Pass or Fail

 Remarks – Notes or bugs

Sample Test Cases for the GB Platform:

Test Actual
Description Input Expected Output Status Remarks
Case ID Result
Registered phone
Login with valid Redirect to user As
TC001 number, correct Pass
OTP dashboard expected
OTP
Booking
Book a plumber Service type, As
TC002 confirmation Pass
service location, time expected
message
Add a new shop Product name, Product listed on As
TC003 Pass
product price, image shop owner profile expected
List of available
Chatbot responds to "Need carpenter As
TC004 carpenters in Pass
service query in Skardu" expected
Skardu
Admin approves
Profile data of Service provider As
TC005 new service Pass
provider listed in system expected
provider
Show error
Invalid OTP Correct number, As
TC006 message "Invalid Pass
handling wrong OTP expected
OTP"
Product image Show error
.txt file instead As
TC007 upload failure "Unsupported file Pass
of image expected
(invalid format) format"

4.2 Unit Testing:

Unit testing is the process of testing each component or module of the platform separately to
ensure its correctness. This is typically the first level of testing and helps identify bugs early in
development.
Key Modules Tested:

 User Authentication – Login using phone number and OTP

 Chatbot Engine – Interpreting and responding to text-based queries

 Booking Form – Submitting service requests

 Admin Dashboard Functions – Approving/denying users and services

 Product Upload Module – Allowing shop owners to add/edit items

Each module was tested with valid, invalid, and edge-case inputs to ensure stability.

Example:

Module: OTP Login

Test: Input a phone number and receive OTP, then enter OTP.

Expected Result: Redirect to user dashboard.

Status: Pass

Tools Used:

 Postman (for API testing)

 Jest (JavaScript unit testing framework)

 Manual UI Testing (for frontend components)

4.3 Integration Testing:

Integration testing ensures that the different parts of the system work together correctly. After all
modules are tested individually, they are combined to check for interaction issues.

Scenarios Covered:

 Chatbot + Booking System: When a user sends "Need electrician in Hunza", the chatbot
identifies the service and passes the request to the booking engine.
 User Login + Role-Based Dashboard: After OTP login, the system correctly identifies
whether the user is a customer, admin, or provider, and redirects accordingly.

 Shop Owner Panel + Product Display: Products added by shopkeepers appear properly in
the frontend shop display.

 Admin Panel + Approval System: Admin actions on service requests update the backend
and reflect live changes.

Any data flow issues, logic breaks, or UI mismatches were resolved at this stage.

4.4 Acceptance Testing (User Testing in Gilgit-Baltistan):

Acceptance testing, also known as User Acceptance Testing (UAT), was conducted by inviting
a selected group of real users from Gilgit-Baltistan (including Hunza, Skardu, Gilgit, etc.) to test
the platform before public launch.

Participants Included:

 Local users searching for home services

 Shopkeepers managing their online inventory

 Service providers (plumbers, electricians, etc.)

 Admins managing user data and approvals.

Testing Goals:

 Ensure ease of use (navigation, layout, mobile responsiveness)

 Confirm that core services (booking, chatting, shopping) work smoothly

 Gather user feedback on interface, speed, and usability

 Check multi-role login flows and dashboard access

Feedback Received:

 Users found the chatbot helpful for quick requests

 Some suggested adding a service tracking system (in progress)

 Shopkeepers appreciated the simple product listing form

 Mobile version was praised for smooth experience

After minor changes based on feedback, the system was accepted as ready for deployment.

Chapter 5: Conclusion:
This chapter highlights the key learnings, challenges, and overall experience gained throughout the
development of the GB Online Home Services and Shop Platform. It summarizes the project's goals,
outcomes, and outlines potential future developments, especially as the idea was formally submitted to an
incubation program for further growth and scaling.

5.1 Problems Faced and Lessons Learned:

During the project lifecycle, several challenges were encountered, both technical and non-technical.
However, each obstacle presented an opportunity to grow and enhance problem-solving skills.

Problems Faced:

 Limited local data: Initially, gathering authentic data about service providers and
shopkeepers in Gilgit-Baltistan was challenging due to the lack of centralized digital records.

 Internet connectivity issues: Testing and communication with local users were at times
affected by unstable internet, which is a common issue in remote GB areas.

 Chatbot training complexity: Designing a chatbot to accurately understand service requests

in mixed English/Urdu or regional phrases required extensive testing.

 UI/UX for low-literate users: Ensuring the platform remained user-friendly for less tech-
savvy individuals was a continuous design challenge.

Lessons Learned:

 User-centered design is key. Testing directly with local users helped us improve the
system’s us ability significantly.

 Agile and flexible planning allowed us to adapt quickly to feedback and changing needs.
 Regional customization is essential for technology adoption in less digitized areas like GB.

 Team collaboration and time management were crucial, especially under limited resources.

5.2 Project Summary:

The GB Online Home Services and Shop Platform is a web-based system designed to connect local
residents of Gilgit-Baltistan with reliable home service providers (like electricians, plumbers, etc.) and
shopkeepers offering local products. The key components include:

 User-friendly web interface for booking services and browsing shops.

 Chatbot system for quick communication and service inquiry through WhatsApp or web.

 Role-based dashboards for admins, service providers, shop owners, and users.

 Mobile-first responsive design considering local internet and device usage.

 Admin panel for managing users, services, and approvals.

This platform bridges the gap between service providers and citizens in GB, contributing to
digital empowerment and local economic development.

5.3 Future Work:

As part of our long-term vision, this project has been submitted to an incubation program for further
mentorship, technical support, and potential funding. The aim is to transform the prototype into a fully
scalable digital product that serves the entire Gilgit-Baltistan region.

Planned Future Enhancements:

1. Mobile App Development (Android/iOS):

To reach a wider audience, especially those who are more comfortable using smartphones than desktop
browsers, we plan to develop a native mobile app with offline support and faster access.

2. Real-Time Tracking and Status Updates:

Integrate GPS-based tracking so users can monitor service provider arrival times and receive real-time
status notifications

3. AI-Powered Smart Chatbot:

Further train the chatbot using local language datasets and machine learning models to understand mixed
regional phrases and give more intelligent responses.

4. Payment Integration:
Add secure online payment gateways (Easypaisa, JazzCash, etc.) to allow prepaid bookings and digital
transactions.

5. Rating & Feedback System:

Enable users to rate services and shop products, helping others make better choices and encouraging
quality service delivery.

6. Bilingual Interface (English + Urdu):

To make the platform more inclusive, the system will support both English and Urdu with easy toggling,
including possible integration of local dialects in chatbot responses .

7. Expansion to Other Regions:

After successful testing and launch in GB, we plan to scale the platform to other underserved areas in
northern Pakistan, starting with Chitral and Azad Kashmir.

8. Business Partnerships:
Collaborate with local authorities, NGOs, and training institutes to onboard and train more service
providers and shopkeepers in using the digital system.

9. Job Creation & Women Inclusion:

Create modules that encourage women to offer home-based services like tailoring, tutoring, or food
delivery, promoting digital economic inclusion.

Final Note:
This project is more than just a tech platform — it is a vision for empowering local communities through
digital access, local entrepreneurship, and modern tools. With continued support, collaboration, and
refinement, the GB Online Home Services and Shop Platform has the potential to become a flagship
model for rural digital transformation in Pakistan.