II. Method

The project aims to modernize the appliance repair industry by implementing a digital platform that optimizes technician scheduling, enhances communication between customers and service providers, and increases transparency in the repair process. The system is developed using a combination of web technologies, including PHP, MySQL, JavaScript, HTML, Trae and CSS, to provide a secure and efficient user experience for both technicians and customers. This section outlines the core modules of the platform, the methodologies for system implementation, and the strategies for future improvements.

TFIX Core Functional Modules

Figure 1: User Registration and Service Request

User registration begins with the input of essential personal information such as name, contact number, home address, email, and login credentials. Once submitted, this data enables the creation of a secure user account that provides access to the platform’s core features. Service requests are facilitated through a dedicated form where users describe their appliance issues by selecting details such as unit type, brand, model, service type, and specific problems. These inputs allow the system to accurately log service requests and ensure appropriate technician assignment.

Figure 2: Job Assignment and Technician Scheduling

The platform features a scheduling system that dynamically assigns job requests based on technician availability and workload. This module supports clear communication of expected repair timelines by displaying the start date, finish date, and estimated duration of each job. It helps manage customer expectations while enabling shop to make informed decisions on job distribution.

Figure 3: Progress Tracking and Transparency

The platform features a detailed progress tracker accessible to both customers and technicians. This tracker includes three main tabs: Diagnosis, Service, and Payment. The Diagnosis tab provides an overview of the issues identified by the technician, the Service tab outlines the steps taken during the repair process, and the Payment tab shows the cost breakdown. Technicians can mark each stage as completed, and customers are notified when updates are available. The system also includes a "viewed" counter to track whether the customer has seen the updates, ensuring that both parties stay informed.

Figure 4: Customer Satisfaction Survey

The platform collects customer feedback across key areas such as communication, transparency, service updates, and overall satisfaction. These survey results are compiled and shared with both the customers and shop owners, providing a clear view of service performance. By regularly reviewing this feedback, shop owners and technicians can identify strengths and areas for improvement. This ongoing feedback loop not only helps maintain service quality but also builds trust and stronger relationships between customers and service providers.