Chapter 1

INTRODUCTION

1.1 Project Context

An appointment was a designated time slot allocated for a specific service,

meeting, or event, serving as a crucial structural element that organizes time and

resources efficiently. This concept was foundational in managing business operations

effectively, as highlighted by Gao et al. (2024). Expanding upon this, appointments were

essential in broader business contexts for managing interactions with clients,

stakeholders, and internal team meetings. They facilitated the prioritization of tasks,

alignment of resources, and timing of critical business activities, ensured the smooth

functioning of operations and enhancing overall productivity, as discussed in BMC

Health Services Research (2019). In the fast-paced environment of a digital marketing

agency, effective appointment scheduling is paramount for maintaining client satisfaction

and optimizing team performance.

Traditional manual appointment processes, especially in human resource

management, were historically cumbersome, requiring significant manual input and

administration. Varadaraj and Al Wadi (2021) implied that such processes typically

involved extensive paper usage for recording appointments, manual entry of data into

systems, and reliance on phone calls to schedule or reschedule appointments. This

method was noted for its inefficiency and high potential for error, driving the need for

digital interventions to streamline and improve accuracy. Manual systems often led to
 2

scheduling conflicts, missed appointments, and a general lack of coordination, which

could significantly impact business operations.

The discussion by Abdeldayem and Aldulaimi (2020) around manual processes in

HR management focused on the traditional, labor-intensive approaches used in the public

sector, particularly in Bahrain. These processes often involved manual screening of

applications, scheduling interviews via telephone, and manually updating appointment

calendars. Such methods were not only time-consuming but also less responsive to the

dynamics of modern organizational environments, which demand quicker and more

efficient process management. In digital marketing agencies, where rapid response and

adaptability are crucial, such inefficiencies can lead to lost opportunities and decreased

client satisfaction.

Madakam et al. (2019) explored how manual processes, especially in HR and

appointment scheduling, are characterized by repetitive tasks such as data entry and

calendar management. Before the introduction of automation technologies, employees

would manually handle appointment bookings and adjustments, which involved

significant paper usage and required constant communication through phone calls and

emails. This manual handling led to inefficiencies and a higher likelihood of scheduling

conflicts. The need for a system that could automate these tasks became apparent as

businesses sought to improve operational efficiency and reduce the administrative burden

on staff.

Kinane (2021) examination of appointment processes, particularly in a

governmental context, reveals that manual processes often entail detailed documentation,

manual verification of candidates' qualifications, and scheduling of interviews solely

 3

through traditional communication means. This approach, while thorough, was slow and

prone to delays, often resulting in significant vacancies and operational inefficiencies in

government agencies. Similarly, digital marketing agencies, which thrive on agility and

swift execution, find such delays detrimental to their business processes.

Berdin et al. (2022) outlined the manual appointment processes for managing

Philippine registered vessels, which heavily depend on physical documentation and face-

to-face interactions. This traditional system involves extensive paperwork that must be

manually filled, submitted, and processed by agency personnel. Appointments for

processing or updating vessel registrations were often scheduled through phone calls or

in-person visits, which led to significant delays and increased environmental impact due

to the paper usage and the need for physical presence. This system was prone to errors

and inefficiencies, highlighted a significant need for a streamlined approach. The

parallels in digital marketing show that an automated appointment system could alleviate

similar inefficiencies and environmental impacts.

Ignacio and Punzalan (2023) discussed the previous manual system in Barangay

Kalaklan’s court, where scheduling was predominantly managed through phone calls and

manual logging in physical books or simple spreadsheets. This method was cumbersome,

error-prone, and often led to scheduling conflicts or mismanagement of court resources.

The reliance on manual systems required constant human intervention, making it difficult

to handle and track multiple appointments efficiently. For digital marketing agencies,

which manage multiple clients and campaigns simultaneously, such a system would be

unmanageable and highly ineffective.

 4

De Guzman et al. (2021) highlighted the manual appointment system in hospitals

which involves patients calling to book appointments, staff manually entering

information into ledgers or basic digital systems, and manually managing follow-up

appointments. This process often resulted in significant delays, miscommunication, and

patient dissatisfaction due to the slow response times and potential for human error in

managing the appointment schedules. Similar issues can arise in a digital marketing

context, where timely communication and coordination with clients are critical for

maintaining service quality and client relationships.

Cuevas and Casauay (2022) described the manual document and appointment

management system in a high school setting, where documents related to student records,

staff appointments, and other administrative tasks are managed manually. This process

includes manual data entry, physical filing systems, and in-person meetings for

scheduling and document retrieval, which leads to inefficiencies and a higher likelihood

of errors in record keeping. For a digital marketing agency, manual systems can lead to

lost documents, missed appointments, and inefficient use of staff time.

Muñoz (2019) explored the manual processes involved in government recruitment

and appointment settings. This typically involved manual sorting of applications,

scheduling interviews via phone calls, and the physical signing of appointment letters and

other documents. The process is noted to be slow and labor-intensive, often leading to

long wait times for approvals and official postings. In the context of digital marketing,

such delays could result in lost business opportunities and decreased client satisfaction.

Skill Bridge Virtual Careers, a digital marketing agency founded by Retchellie

Casera in October 2022 and launched in January 2023, operated from Malasiqui,
 5

Pangasinan, Philippines. The agency comprises eight dedicated members, each

specializing in various facets of virtual assistance and marketing services, offered a range

of services including administrative support, customer service, writing and editing, social

media management, technical skills, strategy and planning, content marketing, social

media marketing, email marketing, event marketing, measurement and analysis, and

creative services. As the agency expanded, it began serving an average of 15-20 clients

monthly. The manual scheduling system, primarily managed through phone calls and

social media inquiries, became increasingly strained. This volume of client bookings

often resulted in scheduling conflicts and delayed responses, prevented the agency from

accepting more clients. This led to a noticeable decline in service quality and highlighted

the inefficiencies of the manual process.

Recognizing these challenges, the developers proposed creating a dedicated

online appointment booking system for Skill Bridge. This system was designed to

optimize scheduling tasks, reduce the administrative burden, and enhance the accuracy

and efficiency of client service management. By implementing this technological

solution, Skill Bridge aimed to streamline its operations, improve client communication,

and significantly boost operational efficiency and client satisfaction within the digital

marketing sphere. Additionally, this system enabled Skill Bridge to accommodate a

larger number of clients, driving growth and maintaining high service standards. This

proposal addressed the critical need for technological advancement to support the

agency’s expansion.

1.2 Purpose and Description

 6

The purpose of the capstone project entitled "Skill Bridge: An Appointment

Booking System for a Digital Marketing Agency" was to develop a system that lessens

and refines the manual process of managing client appointments at Skill Bridge. This

initiative aimed to replace outdated manual scheduling methods with a robust, user-

friendly online platform that facilitates better client interactions and improves operational

efficiency.

The system's advanced features included scheduling that intelligently handles

appointments to prevent overbooking and scheduling conflicts. It incorporated a client

management interface that enhances user experience by offering an intuitive, accessible

way to schedule appointments. A key component was the notification system, which

ensures that both clients and team members are well-informed of upcoming appointments

through automated reminders. The system also integrated seamlessly with existing CRM

platforms, allowing for the continuous synchronization of client data and ensuring that all

client interactions are logged and accessible.

Furthermore, the system included detailed reporting tools that provide insights

into booking trends, team member performance, and client engagement. These tools were

designed to help management make informed decisions to further optimize operations.

The system also supported customizability in terms of features like appointment types,

duration, and specific team member-client matching based on expertise or preference.

This study addressed the urgent need for digital solutions that can significantly

enhance efficiency and customer satisfaction in the competitive field of digital marketing.

By streamlining appointment scheduling, Skill Bridge aimed to boost productivity,

reduce the likelihood of human error, and enhance overall client satisfaction. The
 7

expected benefits extended to all stakeholders, streamlining workflows for team members

and providing clients with a more reliable and satisfying interaction with the agency.

Successful implementation of this system served as a model for digital transformation in

service-oriented businesses, highlighting the potential benefits of adopting similar

technologies in enhancing client service processes.

1.3 Objectives of the Project

The main objective of this study was to design and develop a system that

optimized appointment scheduling and client management. The specific aims of the study

were:

1. To determine the manual appointment process of Skill Bridge;

2. To identify the features of the proposed system in terms of functional and non-

functional requirements; and,

3. To test the acceptability of the proposed system.

1.4 Significance of the Project

The development of this study represented a transformative step forward in

optimizing the operational capabilities and enhancing the client service experience at

Skill Bridge. This study was significant across various dimensions:

Skill Bridge Virtual Careers: The implementation of the appointment booking

system greatly enhanced operational efficiency by optimizing the scheduling process. It

reduced the administrative burden, allowing the agency to handle a higher volume of

clients with improved accuracy and fewer scheduling conflicts. As a result, Skill Bridge

Virtual Careers was better positioned to scale its services and maintain high standards of

client satisfaction.
 8

Owner: The new system represented a strategic investment in the agency's future.

It enabled smoother management of daily operations, freeing up time to focus on business

growth and strategic initiatives. Additionally, the enhanced efficiency and client

satisfaction contributed to a stronger market position and increased business

opportunities.

Clients: Clients benefited from a user-friendly and efficient booking experience

that allowed them to schedule appointments at their convenience without the need to call

or email. This ease of access improved client satisfaction and loyalty, as the system

ensured fewer scheduling errors and delays.

Developers: For the developers involved, this study was an opportunity to apply

cutting-edge technologies in a real-world setting, enhancing their skills and experience. It

also served as a portfolio piece that demonstrated their capability to transform business

operations through software solutions.

Future Developers: The system and its development process provided a blueprint

for future developers working on similar technology solutions. The documentation,

challenges overcome, and the integration of client feedback served as educational tools

and references that could inspire and guide new studies, fostering a cycle of innovation

and improvement in the tech community.

1.5 Scope and Limitations

This study primarily focused on the development entitled "Skill Bridge: An

Appointment Booking System for a Digital Marketing Agency." In this section, the

developers outlined the scope and limitations of the system as encountered during the

development cycle. The system was designed with two user levels of access: client and
 9

admin, each tailored to meet different operational needs and privileges within the

platform.

Client accounts were fundamental to the system, providing users with

autonomous access to comprehensive appointment features. Clients could browse

available time slots, select preferred dates and times, and manage personal information,

all with minimal need for team members intervention. This level of access enhanced

convenience and allowed clients to engage with the system directly, aligning with their

schedules and needs.

Admin accounts were provided to management and designated team members to

oversee and facilitate the system's operations. These accounts enabled administrators to

manage scheduling, approve or reschedule appointments, handle cancellations, and

oversee communication features such as confirmations, reminders, and follow-ups.

Additionally, admin accounts had access to reporting and analytics tools, which were

crucial for generating detailed reports on booking patterns, client engagement, and

system performance. These reports were instrumental for strategic decision-making and

operational optimization.

The system covered functionalities such as cross-device accessibility, which

allowed seamless interaction across various devices including smartphones, tablets, and

desktop computers, enhancing user convenience for both clients and administrators. It

also included a feedback mechanism that collected and integrated client suggestions

directly into the system's ongoing development and refinement, based on user

experiences and needs. Reporting and analytics capabilities were also integrated,
 10

providing valuable insights into appointment patterns, client behaviors, and system

performance, which aided in strategic decision-making and continuous improvement.

However, the system also presented several limitations. It heavily relied on stable

internet connectivity, with disruptions potentially affecting the booking process and

overall communication efficiency. Additionally, the availability of team members was

unpredictable due to emergencies or other unforeseen circumstances, which impacted the

system’s scheduling capabilities and highlighted the need for an adaptable design.

1.6 Definition of Terms

In this section, the developers provided clear and precise definitions of key terms

and concepts integral to understanding the capstone project. This ensured consistency and

clarity throughout the document, allowing readers to fully grasp the subject matter

without ambiguity. The following terms were defined for reference:

CRM (Customer Relationship Management): Software that managed a

company's interactions with its customers to improve relationships and customer

retention through data analysis. In this study, CRM referred to the application used by

digital marketing agencies to maintain detailed customer profiles, track interactions, and

automate communication efforts. This tool was essential for analyzing customer

behavior, enhancing personalized marketing strategies, and ensuring consistent customer

engagement and satisfaction.

Cross-Device Accessibility: The capability of software to function seamlessly

across various devices like desktops, tablets, and smartphones, ensuring a consistent user

experience. In this study, cross-device accessibility meant that the appointment booking

system could be accessed and used efficiently on any device, providing users with the
 11

flexibility to manage their appointments from anywhere, enhancing usability and

convenience for clients and team members alike.

Digital Marketing Agency: A company that specialized in marketing and

advertising through digital channels like search engines, social media, and more. In this

study, a digital marketing agency was the primary user of the appointment booking

system, utilizing it to schedule consultations, manage client meetings, and streamline

communication with clients. This agency leveraged digital platforms to drive marketing

campaigns and achieve business objectives through targeted online strategies.

Feedback Mechanism: A feature that collected user responses about their system

experience for potential improvements. In this study, the feedback mechanism involved

tools and processes within the appointment booking system that allowed users to provide

reviews and suggestions. This feature was crucial for gathering insights on user

satisfaction, identifying areas for enhancement, and continuously refining the system

based on real-time feedback from users.

Functional Requirements: Specifications that defined the specific behaviors and

functions of the system, including how it performed tasks, managed data, and interacted

with users and other systems. In this study, functional requirements detailed the essential

features of the appointment booking system, such as scheduling capabilities, user

management, and integration with other digital tools, ensuring the system met the

operational needs of the digital marketing agency.

Non-Functional Requirements: Criteria that defined the operation of a system,

focusing on aspects such as performance, security, usability, and reliability, ensuring the

system met user expectations and operational standards. In this study, non-functional
 12

requirements included the performance benchmarks, security protocols, and usability

standards that the appointment booking system adhered to, ensuring it operated

efficiently, securely, and reliably under various conditions.

Reporting and Analytics: System features that analyzed data from user

interactions to provide insights into trends, behaviors, and system efficiency. In this

study, reporting and analytics referred to the tools within the appointment booking

system that compiled and analyzed data on user activities, appointment trends, and

system usage. These features helped the digital marketing agency make informed

decisions, optimized scheduling processes, and improved overall service delivery based

on data-driven insights.
 13

Chapter 2

REVIEW OF RELATED LITERATURE AND SYSTEMS

2.1 Technical Background

This section provided the technical foundation for Skill Bridge: An Appointment

Booking System for a Digital Marketing Agency, detailing the technologies, frameworks,

and design principles used in its development to ensure reliability, scalability, and

usability.

The system employed JavaScript as the core programming language for both

front-end and back-end development, ensuring a cohesive development process.

Express.js, a fast and minimalist web framework, was utilized to streamline back-end

development, allowing for efficient routing and middleware integration. The system also

incorporated WebSocket technology to enable real-time communication, ensuring

features like instant booking updates and live notifications were responsive and seamless.

For data storage, MongoDB was selected as the database due to its flexible,

schema-less architecture, which supported the dynamic and scalable nature of

 14

appointment scheduling and user management. Communication between system

components was facilitated using RESTful APIs, ensuring secure and efficient data

exchange.

The system’s deployment and hosting were managed via Vercel, a cloud platform

that supported continuous integration and delivery, providing a reliable environment for

updates and scaling. Real-time interactions, such as booking updates and reminders, were

managed using WebSocket, enhancing the user experience by reducing latency and

improving responsiveness.

For authentication and data security, JSON Web Tokens (JWT) were

implemented, safeguarding user credentials and sensitive information. Development tasks

were carried out in Visual Studio Code, which offered a robust environment for

debugging and extension support. Version control and collaboration were managed using

GitHub, ensuring efficient team workflows and code integrity.

These technologies worked together to deliver a robust, user-friendly system

tailored to meet the needs of both clients and administrators, supporting smooth booking

operations and efficient data management for the digital marketing agency.

2.2 Review of Related Literature/Systems

In the Review of Related Literature/Systems, the aim was to provide a

comprehensive overview of existing research, studies, and systems relevant to the topic

under investigation. This involved summarizing key findings and conclusions from

various sources, thereby establishing a conceptual framework for the current study.

2.2.1 Related Literature

 15

The focus was on reviewing literature related to the study. This involved

synthesizing findings and theories from various studies to provide a comprehensive

understanding of the subject matter.

Foreign Literature

Varadaraj and Al Wadi (2021) analyzed traditional human resource management

techniques, where scheduling and HR interactions often depended on direct contact, such

as phone calls and face-to-face meetings. This manual method, which involved paper-

based records and lacked digital integration, was susceptible to errors like double

bookings or miscommunications regarding the timing and ___location of meetings. These

inefficiencies led to delays and a loss of productivity, underscoring the need for digital

transformation.

Mohan (2019) described how HR professionals in India traditionally managed

appointments using phone calls to schedule and confirm meetings, often requiring

additional calls for rescheduling. These details were usually logged into paper-based

systems or simple spreadsheets, making the process prone to errors and inefficiencies

such as miscommunication and overlapping bookings.

In Russia, Fedorova et al. (2019) detailed that HR practices involved manual

scheduling of appointments and recording on paper, resulting in a fragmented and error-

prone system. This setup complicated tracking changes and updating schedules in real-

time, highlighting significant inefficiencies.

The discussion extended beyond HR to other sectors, noting advancements in

digital tools that supported cross-device tracking and real-time data processing, which

were crucial for modern strategies in diverse fields like digital marketing and maritime
 16

operations. These tools not only streamlined operations but also enhanced user

experience and satisfaction through improved service delivery and reliable system

performance, as emphasized in studies by Church (2019) and Schauerte et al. (2021).

Sekhon et al. (2021) discussed how the perceived acceptability of a patient-

initiated appointment booking system influenced participation in randomized controlled

trials (RCTs). Participants valued the system's flexibility and control, which allowed

convenient scheduling and enhanced its acceptability. The ease of use and accessibility,

including online and mobile options, also contributed positively. The study found that

higher acceptability of the system increased participation in RCTs, while concerns about

its functionality led to refusals.

Local Literature

In the Philippines, Berdin et al. (2022) outlined the manual processes involved in

managing appointments and documentation for registered vessels. This process, heavily

reliant on paperwork and direct communication, often led to issues such as delays and

errors, pushing for a shift to digital tools that enhanced efficiency and reliability.

Ignacio and Punzalan (2023) detailed the manual appointment scheduling

methods used in Barangay Kalaklan’s local courts. The process typically involved court

clerks managing appointments through phone calls and manually updating booking logs.

This traditional approach led to inefficiencies such as double bookings, lost appointment

details, and difficulties in managing cancellations or rescheduling.

Ignacio and Punzalan (2023) also described a web-based scheduling system for

courts that improved client management and service delivery via user authentication and
 17

feedback mechanisms. The system was designed to be intuitive and reliable, facilitating

efficient operations during high-demand periods.

Berdin et al. (2022) proposed a centralized document management system for

maritime operations, focusing on cross-device accessibility and efficient client

management. It highlighted the need for accurate data handling and user-friendly

interfaces to improve service delivery and reduce environmental impact.

De Guzman et al. (2021) presented an online scheduling system for hospitals that

incorporated features like user feedback and secure authentication to optimize client

management. It aimed to enhance patient satisfaction by improving the efficiency and

reliability of booking systems.

2.2.2 Summary of Related Literature

In this section, the developers provided an overview of the key findings and

insights gathered from various studies and literature directly related to the research topic.

This section explained the essence of the reviewed literature, highlighting important

themes, theories, and empirical evidence. By summarizing the relevant literature, it

offered readers a concise understanding of the existing knowledge base and its

implications for the current study. Additionally, the summary identified common trends,

contradictions, or gaps in the literature, serving as a foundation for further exploration

and analysis in the research.

Table 2.1: Summary of Related Literature

Authors/Topic Summary
Varadaraj, A., & Al This research critiqued traditional HR practices reliant on
Wadi, B.M. (2021). A manual scheduling and direct contact, highlighting issues
study on contribution like double bookings and miscommunications, which led to
of digital human delays and lower productivity. It recommended digital
resource management transformation to streamline HR operations.
 18

towards organizational
performance.
Mohan, R. (2019). The Mohan focused on HR appointment management in India,
Chatbot revolution and characterizing the process as time-consuming and prone to
the Indian HR errors due to reliance on manual systems. The study
Professionals. advocated for automated scheduling solutions to increase
efficiency and reduce mistakes.
Fedorova, A., Zarubina, The study examined manual HR practices in Russian
A., & Pikulina, Y. companies, noting the heavy reliance on paper and direct
(2019). Digitalization communication, which led to a fragmented system prone to
of the human resource errors and inefficiencies. It suggested digital integration to
management: Russian improve real-time schedule updates and tracking.
companies case.
Church, N.J. (2019). Church explored the use of programmatic advertising and
Competing for cross-device tracking, emphasizing the need for real-time
tomorrow's customers: data processing and stringent privacy measures to enhance
a view from the future. digital marketing strategies. The study highlighted the
importance of reliable data handling.
Schauerte, R., This research discussed enhancing viewer experiences
Feiereisen, S., & through cross-device integration in media, requiring robust
Malter, A.J. (2021). streaming capabilities and insightful analytics. It pointed out
What does it take to the necessity for scalability and availability in digital media
survive in a digital infrastructures.
world? Resource-based
theory and strategic
change in the TV
industry.
Sekhon, M., Sekhon et al. (2021) explored how the perceived
Cartwright, M., & acceptability of a patient-initiated appointment booking
Lawes-Wickwar, S. system impacted participation in randomized controlled trials
(2021). Does (RCTs). Participants appreciated the system's flexibility,
prospective control, ease of use, and accessibility, which enhanced its
acceptability of an acceptability. Higher acceptability of the system was
intervention influence associated with increased participation in RCTs, while
refusal to participate in concerns about functionality led to refusals.
a randomised
controlled trial? An
interview study.
Berdin, M.J.A., et al. Berdin and colleagues described the manual processes in
(2022). Description of managing appointments for Philippine registered vessels,
manual processes in identifying extensive paperwork and inefficiencies. They
managing appointments advocated for digital tools to improve efficiency and
for Philippine reliability in maritime operations.
registered vessels.
Ignacio, C., & The study detailed manual appointment scheduling methods
Punzalan, D.L. (2023). in local Philippine courts, pointing to inefficiencies like
 19

INCOURT: a Web- double bookings and lost details. It highlighted the benefits
Based Court of a web-based scheduling system to enhance client
Reservation and management and service delivery.
Scheduling Application
for Barangay Kalaklan,
Olongapo City Using
Progressive Web
Framework.
Berdin, M.J.A., et al. This paper proposed a centralized document management
(2022). A Centralized system for maritime operations, focusing on the benefits of
Document Processing cross-device accessibility and efficient client management to
and Support System streamline operations and reduce environmental impact.
(CeDoPSS) for
Philippine Registered
Vessels.
De Guzman, M.R.Q., et De Guzman et al. presented an online scheduling system for
al. (2021). Online hospitals, incorporating features like user feedback and
Scheduling System for secure authentication to enhance patient satisfaction and
Doctors and Patients in operational efficiency.
a Hospital.
Ignacio, C., & This article described a web-based scheduling system for
Punzalan, D.L. (2023). courts that improved operations through user authentication
INCOURT: a Web- and feedback mechanisms, designed to be intuitive and
Based Court reliable during high-demand periods.
Reservation and
Scheduling Application
for Barangay Kalaklan,
Olongapo City Using
Progressive Web
Framework.

2.3 Synthesis

The developers of "Skill Bridge: An Appointment Booking System for a Digital

Marketing Agency" recognized the significant inefficiencies in traditional appointment

management methods. This synthesis highlighted studies that underscored the

transformative potential of digital technologies to optimize scheduling, reduce errors, and

improve efficiency. The following analysis examined findings from various regions and

sectors, emphasizing the need for digital transformation in appointment management.

 20

In recent years, traditional methods of human resource management, particularly

appointment scheduling, were critically evaluated for their inefficiencies and potential for

error. Varadaraj and Al Wadi (2021) highlighted that traditional HR practices, which

relied heavily on direct contact through phone calls and face-to-face meetings, were

prone to issues such as double bookings and miscommunications. These manual, paper-

based systems lacked digital integration, leading to delays and reduced productivity.

Similarly, Mohan (2019) described the challenges faced by HR professionals in

India who managed appointments using phone calls and paper records. This approach

often required additional follow-up calls for rescheduling, resulting in frequent errors and

inefficiencies like overlapping bookings and miscommunication. Fedorova et al. (2019)

reported similar findings in Russia, where manual scheduling and paper records created a

fragmented system that complicated real-time updates and change tracking.

The inefficiencies of manual scheduling systems were not limited to HR but

extended to various sectors. Church (2019) and Schauerte et al. (2021) discussed

advancements in digital tools that supported cross-device tracking and real-time data

processing, which were essential for modern strategies in fields such as digital marketing

and maritime operations. These digital tools streamlined operations, enhanced user

experience, and improved service delivery reliability.

Sekhon et al. (2021) emphasized the importance of digital systems in improving

the acceptability and efficiency of appointment scheduling. Their study on patient-

initiated booking systems in randomized controlled trials (RCTs) demonstrated how

flexibility, control, and ease of use increased participation and satisfaction, highlighting

the significant benefits of digital solutions.

 21

In the Philippines, Berdin et al. (2022) and Ignacio and Punzalan (2023) explored

the challenges of manual appointment processes in maritime operations and local courts,

respectively. Both studies highlighted the reliance on paperwork and direct

communication, which led to delays and errors. Berdin et al. advocated for a shift to

digital tools for efficiency and reliability, while Ignacio and Punzalan described a web-

based scheduling system that enhanced client management and service delivery through

user authentication and feedback mechanisms.

De Guzman et al. (2021) further supported the transition to digital systems with

their presentation of an online hospital scheduling system. This system incorporated

features such as user feedback and secure authentication, aiming to optimize client

management and enhance patient satisfaction by improving the efficiency and reliability

of booking systems.

The synthesis of these studies underscored the pressing need for digital

transformation in appointment scheduling across various sectors. The transition from

manual, paper-based systems to digital solutions significantly enhanced efficiency,

reduced errors, and improved user satisfaction, demonstrating the critical role of

technology in modern appointment management practices.

2.4 Conceptual Framework

The conceptual framework of the study, depicted in the following figure, outlined

the research's structure and concept. This framework, as described by Resuello et al.

(2021), served as a visual tool that facilitated a comprehensive understanding of the

study. Included in the framework was a system map that provided a clear depiction of the

"Skill Bridge: An Appointment Booking System for a Digital Marketing Agency." This
 22

map illustrated the data flow and user interactions within the system, highlighting how

different components like client access, administrative functions, and backend processes

were interconnected, thus clarifying the system’s functionality and operational dynamics.

Figure 2.1: System Map

Figure 2.1 illustrated the conceptual mapping of the capstone project "Skill

Bridge: An Appointment Booking System for a Digital Marketing Agency." It detailed

the process of managing website appointments and scheduling for clients and

administrators.

The system operated online and connected to the internet, facilitating seamless

interaction between different components. The admin was responsible for managing the

website and the appointment schedule. Admins oversaw the system’s functionality,

ensuring that appointments were updated and managed efficiently. The client used the

system to book appointments. The client interacted with the webpage to schedule

consultations or services provided by the digital marketing agency. The webpage acted as

the interface for both admins and clients. It outputted data from the database, providing

real-time updates and interaction capabilities. The database stored and retrieved data,

which was crucial for organizing and maintaining all appointment-related information.
 23

The internet ensured that all components were connected, allowing data to be transmitted

seamlessly between the webpage, database, admins, and clients.

Chapter 3

METHODOLOGY

This chapter focused on the methods and procedures used by the developers in

conducting the study. It included the methods, requirement analysis, population and

locale of the study, data instrumentation, tools for data analysis, description of the

prototype, and the implementation plan, all of which were utilized to solve the problems

identified in the study.

3.1 Methods

Methodology was a methodical technique or structure used when conducting

research studies. It involved the methods, processes, and instruments used in data

collection, analysis, and interpretation to answer research questions or objectives. The

 24

methodology section of this research study provided detailed actions for obtaining and

processing information, serving as a guideline for how the investigation was conducted.

For the development of "Skill Bridge: An Appointment Booking System for a

Digital Marketing Agency," the developers employed the agile methodology, a modern

software development approach that emphasized adaptability and responsiveness.

According to O'Leary (2004), a methodology was a framework associated with a specific

set of paradigmatic assumptions. Allan and Randy (2005) asserted that in conducting

research, the methodology should meet two key requirements: it must be the most

suitable for achieving the research objectives, and it should be replicable in other similar

studies. Agile scrum methodology was characterized by adaptable planning, early

delivery, and continuous improvement, all aimed at responding to changes rapidly and

effectively.

Agile scrum enhanced responsiveness to changing business needs by enabling

teams to deliver in manageable increments. As noted by Dinnie Muslihat (2018), agile

scrum was a project management technique primarily used in software development,

where needs and solutions evolved through the collaborative efforts of self-organizing,

cross-functional teams and their clients. The core themes in agile scrum included

developer engagement, customer collaboration, and responsiveness to change. This

methodology provided a framework where a sense of achievement was experienced at

various phases of the software development lifecycle, making it particularly suitable for

the Skill Bridge study.

The agile scrum methodology was deemed the best approach for this study,

entitled "Skill Bridge: An Appointment Booking System for a Digital Marketing

 25

Agency," due to its iterative nature, which broke work into sprints, ensuring that each

unit was manageable and of high quality. Each iteration underwent testing and

evaluations to prevent the recurrence of earlier errors, thus improving the overall quality

of work.

Figure 3.1: Agile Scrum Methodology

Phases of Agile Scrum:

Project Vision: The project vision outlined the big picture of where the team or

project was headed, providing a detailed account of the intended future state achieved by

developing and delivering the product. A well-defined project vision offered a clear path

for achieving objectives and aims, providing the team with a shared sense of direction

(visual-paradigm.com, 2021). Developers created Skill Bridge with a clear vision to

enhance appointment scheduling efficiency for digital marketing agencies. This vision

guided the project, ensuring alignment with specific goals and objectives set forth in the

preliminary stages.
 26

Release Planning: Release planning involved setting a timeframe for feature

delivery, improving interdepartmental communication, and planning incremental product

releases. In agile, release planning was used to stage releases and break them down into

sprints or iterations (monday.com, 2021). This strategy helped teams adapt to the

unpredictable nature of software development. For Skill Bridge, developers meticulously

planned release dates to ensure continuous progress and regular, logical releases, keeping

the product on track and aligned with the overall project vision.

Sprint Planning: This initial phase involved deciding which product backlog

items to work on during the sprint and creating a plan for completing those items

(agilealliance.org, 2021). Effective sprint planning motivated and challenged the team,

setting a clear agenda and focus for the sprint. During sprint planning for Skill Bridge,

developers outlined their tasks and created a detailed plan, recognizing the importance of

specifying deliverables and the methods to achieve them.

Implementation: In this phase, tasks and activities were executed to develop the

project's product. Agile allowed for modifications during development, which was crucial

for adapting to changes. Scrum, as an agile methodology, provided successful team and

client alignment, enabling real-time observation and adjustments (scrumstudy.com,

2014). The implementation phase saw developers executing planned tasks, incorporating

stakeholder suggestions, and ensuring the system's continuous improvement based on

feedback.

Daily Scrum: This 15-minute daily meeting reviewed deliverables and completed

work, improving communication, identifying barriers, and promoting swift decision-

making (scrum.org, 2021). Daily scrums were essential for keeping the team aligned and
 27

informed. For Skill Bridge, daily scrums were vital in maintaining open communication,

quickly addressing issues, and ensuring the development team stayed on track.

Sprint Review: This significant scrum ceremony involved reviewing completed

work and gathering organizational feedback to ensure the product was moving in the

right direction (Layton, 2021). It focused on inspecting sprint outcomes and determining

future adjustments. Developers conducted sprint reviews for Skill Bridge to assess

progress, demonstrate completed features, and identify necessary changes, ensuring the

product met its goals.

Sprint Retrospective: Held at the end of each sprint, this meeting examined what

went well and what could be improved for the next sprint (workfront.com, 2021). It

helped teams review the sprint in terms of people, processes, and technology. In the Skill

Bridge study, retrospectives allowed developers to reflect on their performance, identify

areas for improvement, and enhance their approach for subsequent sprints.

Deployment: This phase focused on delivering agreed-upon deliverables to

clients and ensuring the system was operationally acceptable before transfer to the owner

(visual-paradigm.com, 2021). For Skill Bridge, developers prepared the system for

commercial use, ensuring it met stakeholder requirements and was capable of performing

its intended operations before deployment.

3.2 Requirement Analysis

Requirement analysis was a crucial process in software development that focused

on comprehending, documenting, and managing user requirements. When performed

systematically with appropriate methodologies and tools, it allowed the team to create a
 28

product that met customer needs and aligned with business objectives, ultimately

contributing to the study’s success.

Skill Bridge was a digital marketing agency specializing in providing virtual

assistance and marketing services. The agency operated entirely online and served a

diverse clientele. The team consisted of various specialists, including administrative

support, customer service representatives, content creators, social media managers, and

technical experts. Skill Bridge was dedicated to delivering high-quality services and had

established a reputation for efficiency and client satisfaction.

To enhance its operational efficiency, the developers in this study created an

Appointment Booking System specifically designed for Skill Bridge. The process began

with the developers drafting a formal letter to the stakeholders of Skill Bridge, outlining

the objectives and benefits of the system. This letter was reviewed by the research adviser

before being sent to the owner of the company. Upon approval of the information

collection request, the developers gathered detailed information about the agency’s

manual procedures, including identifying clients, understanding the nature of tasks

performed, and documenting the workflow within the agency.

The appointment booking system was presented to the stakeholders through

detailed discussions and demonstrations. This step was crucial for illustrating the

system’s functionality and potential impact on daily operations. Stakeholders and clients

were given the opportunity to test the system during a hands-on testing phase, which

allowed users to provide valuable feedback on the system’s usability and effectiveness.

After thorough testing and evaluation, the developers analyzed the feedback to make
 29

necessary adjustments to the system. Finally, the developers expressed their gratitude to

the participants for their involvement and contributions to the research study.

3.2.1 Population and locale of the study

In this section, the developers outlined the population and locale relevant to the

capstone project. This overview provided a clear context for the study, focusing on the

demographic and geographical settings involved in the research.

The study was based in Malasiqui, Pangasinan, where Skill Bridge operated as a

digital marketing agency. The research focused on the processes and workflows of the

agency, including the methods used by the administrative team members for managing

client appointments and communications. These workflows were analyzed to determine

the system requirements, particularly to address the inefficiencies in the existing manual

processes and enhance operational efficiency.

The target population for this study comprised the administrative team members

and clients of Skill Bridge. These individuals were integral to the appointment booking

process and were identified as the primary users of the "Skill Bridge" system. To capture

a comprehensive range of insights and requirements, purposive sampling was employed

to select participants who were actively involved in the manual appointment process.

This approach ensured a detailed understanding of user needs and expectations by

incorporating a diverse mix of roles and interactions with the system.

3.2.2 Data Instrumentation

In this section, the developers provided an overview of the data instrumentation

used in the capstone project. Data instrumentation referred to the tools and techniques

employed to collect, measure, and analyze data throughout the study. This process was
 30

crucial for ensuring accurate and reliable data collection, which was essential for

informed decision-making and effective system development. The following data

collection techniques were utilized:

Focus Groups: Focus groups were conducted to gather qualitative data from

potential users, including clients and administrators. This method involved facilitating

discussions among small groups of users to explore their perceptions, preferences, and

suggestions for the booking system. Focus groups provided rich, detailed insights into

user needs and expectations, which informed the design and functionality of the system.

According to Krueger and Casey (2014), focus groups were effective for exploring

complex behaviors and motivations, making them a valuable tool for understanding user

requirements in the development of digital systems.

Internet Research: Internet research was used to gather secondary data and

benchmark existing appointment booking systems and best practices in digital marketing

and online booking technologies. This research included reviewing academic articles,

industry reports, and online resources to identify trends, user preferences, and

technological advancements relevant to the development of Skill Bridge. According to

Hesse-Biber and Leavy (2010), internet research was a valuable tool for collecting a

broad range of information and identifying emerging trends and technologies that could

inform system development.

Semi-Structured Interviews: Semi-structured interviews involved formal

discussions between developers and stakeholders to gather essential information for the

study. This qualitative research method combined predetermined open questions with the

interviewer's ability to further explore specific themes or responses (KnowHow, 2018).

 31

Developers prepared a set of questions beforehand and conducted interviews with

stakeholders to collect the necessary data. Follow-up questions were asked to gain deeper

insights into the process.

3.3 Tools for Data Analysis

This section discussed the various tools used for data analysis in this study. It

included models such as data flow diagrams, use case diagrams, and entity-relationship

diagrams to comprehensively represent the system’s workflow.

Data Analysis

Data analysis involved the systematic examination and interpretation of data to

derive insights and support informed decision-making. This process employed various

techniques and methods to transform raw data into meaningful information. As described

by Patel (2023), data analysis “encompasses inspecting, cleaning, transforming, and

modeling data with the goal of discovering useful information, drawing conclusions, and

supporting decision-making.” This practice enabled the developers to streamline

processes, make data-driven decisions, and ensure the success of the project.

Data Flow Diagram

A Data Flow Diagram (DFD) was a graphical representation that depicted the

flow of data within a system or process. It illustrated how data was input, processed, and

output within the system. DFDs used various symbols to represent data sources,

processes, data flows, and data storage. In this context, the DFD showed how the manual

appointment process was conducted and how data flowed within the process.

According to Dennis et al. (2015), a DFD was a graphical tool that allowed

analysts to depict the flow of data in an information system and model its process aspects.
 32

DFDs were crucial in understanding system requirements and designing effective systems

because they provided a clear and concise way to visualize how data moved through a

system, highlighting potential inefficiencies and areas for improvement.

The manual appointment process at the digital marketing agency involved

managing requests through phone calls and social media inquiries. Clients contacted the

agency via platforms like Facebook or Instagram, and team members manually checked

calendar availability, confirmed the appointments, and recorded the details. This process

required significant manual effort and coordination. As appointment requests increased,

the limitations of this manual system, such as dependency on team members’ availability

and difficulty managing multiple inquiries, became evident.

Developers interviewed stakeholders to gather data about the existing manual

appointment process. They utilized Visio to draw the DFD, which was shown and

interpreted in the subsequent sections of the study. The information gathered provided a

clear visualization of the current process and its inefficiencies.

 33

Figure 3.2: Context Diagram (Level 0 DFD) of Skill Bridge: An Appointment

Booking System for a Digital Marketing Agency

The Context Diagram (Level 0 DFD) illustrated the primary interactions between

the clients, the system, and the admin. The diagram showed that clients provided

information, selected a service, and made an appointment through the Skill Bridge

system. The system, in turn, displayed services and approved appointments for clients.

Admins managed services, and the system provided them with client information and

appointment schedules. This DFD encapsulated the core processes and data exchanges

that facilitated the appointment booking system's functionality.

 34

Figure 3.3: Level 1 DFD

The Level 1 DFD illustrated a detailed breakdown of the system's processes and

interactions. The process began with the client providing personal information to the

system, which was captured in the "Receive Personal Information" process. This personal

information allowed the system to enable the "Can Select Service" process, where clients

viewed and chose from the available services. Once a service was selected, it was

recorded in the "Service Selected" process. Subsequently, the client proceeded to the

"Make an Appointment" process by providing the date and time details for the

appointment. These appointment details were then sent to the admin, who reviewed and

approved the appointment in the "Approve Appointment" process. Throughout this

workflow, the admin managed service details, took notes, and sent approval notifications.

This DFD provided a comprehensive view of the data flow and the intricate processes

that underpinned the functionality of the appointment booking system, ensuring a

seamless interaction between clients and the administrative backend.

 35

Use Case Diagram

A use case diagram was a visual representation of the interactions between users

(actors) and the system. It highlighted the system’s functional requirements by illustrating

the various use cases and the relationships between actors and these use cases

(Rumbaugh et al., 2005). Use case diagrams were essential for understanding how users

interacted with the system, identifying user roles, and defining the system’s scope.

Figure 3.4: Use Case Diagram

 36

The use case diagram for Skill Bridge illustrated the interactions between two

primary user roles: Clients and Admins. It outlined the key functionalities and processes

that these users engaged with in the system to manage appointments and user accounts

efficiently.

For Clients, the primary use cases included Login, Register, View Services,

Manage Profile, and Manage Appointments. The Login use case allowed clients to verify

their credentials and included options for password recovery if needed. During

Registration, clients filled out a registration form, and any errors encountered were

displayed for correction. View Services enabled clients to browse the services offered by

the digital marketing agency. Manage Profile allowed clients to update their personal

information, view notifications, and check their appointment history. The Manage

Appointments use case included functionalities for scheduling, changing, and canceling

appointments, ensuring clients had full control over their bookings.

Admins had distinct responsibilities, including Login, Manage Client

Appointments, Manage User Accounts, and Send Notifications. The Login process for

Admins was similar to that of Clients, ensuring secure access to the system. Manage

Client Appointments involved approving or rejecting appointment requests, ensuring that

all client bookings were properly vetted. Manage User Accounts allowed Admins to

update user information, delete accounts, and handle administrative tasks related to user

management. Lastly, the Send Notifications use case enabled Admins to send important

updates and notifications to users, ensuring clear communication within the system.
 37

Entity-Relationship Diagram

An entity-relationship diagram (ERD) was a type of flowchart that illustrated the

relationships between entities in a database. It provided a clear depiction of the database

structure, including entities, their attributes, and the relationships between them (Chen,

1976). ERDs were essential for database design, helping to ensure data integrity and

optimal database performance by clearly defining the data elements and their interactions.

Figure 3.5: Entity-Relationship Diagram

The Entity-Relationship Diagram (ERD) for the Skill Bridge appointment

booking system provided a detailed representation of the database structure, showcasing

the key entities and their interrelationships. This diagram was essential for understanding

how data was organized, stored, and managed within the system, ensuring efficient data

handling and retrieval.

 38

Data Dictionary

A data dictionary, as defined by Hoffer et al. (2016), was a centralized repository

that contained definitions and descriptions of data elements, including their meanings,

relationships to other data, origin, usage, and format. It provided a standardized way to

manage and communicate data definitions within an organization.

Table 3.1: User

Field Name Data Type Size Description Example

user_id Integer Unique 1
identifier for
the user
fname Varchar 50 First name of John
the user
lname Varchar 50 Last name of Doe
the user
age Integer Age of the 30
user
email Varchar 100 Email [email protected]
address of the
user
password Varchar 255 Password for P@ssw0rd
user account
user_type Varchar 20 Type of user client
(e.g., client,
admin)
is_deleted Boolean Indicates if false
the user is
deleted
is_verified Boolean Indicates if true
the user is
verified
confirmation_cod Varchar 6 Code for ABC123
e email
confirmation
profile_picture Varchar 255 URL to the http://.../pic.jpg
profile
picture
date_registered DateTime Date of 2024-01-01 12:00:00
registration
date_updated DateTime Date of last 2024-01-01 12:00:00
update
 39

The User table stored information about the users of the Skill Bridge system. This

included details such as the user's name, contact information, account status, and profile

details.

Table 3.2: Appointment

Field Name Data Type Size Description Example

appointment_id Integer Unique 101
identifier for the
appointment
user_id Integer Identifier of the 1
user who
booked
service_id Integer Identifier of the 5
service
slot_id Integer Identifier of the 20
time slot
status Varchar 20 Status of the confirmed
appointment
date_booked DateTime Date and time 2024-05-01
when booked 10:00:00
date_updated DateTime Date of last 2024-05-01
update 10:00:00

The Appointment table stored information about the scheduled appointments. It

included details such as the client, service, slot, and the status of the appointment.

Table 3.3: Slot

Field Name Data Type Size Description Example

slot_id Integer Unique identifier 20
for the slot
date Date Date of the slot 2024-06-01
time Time Time of the slot 14:00:00
is_available Boolean Availability of the true
slot

The Slot table contained information about the available time slots for

appointments. This included the date, time, and availability status of each slot.
 40

Table 3.4: Admin

Field Name Data Type Size Description Example

admin_id Integer Unique 1
identifier for the
admin
username Varchar 50 Username for admin1
admin account
password Varchar 255 Password for Admin@123
admin account
date_created DateTime Date of account 2024-01-01
creation 12:00:00
date_updated DateTime Date of last 2024-01-01
update 12:00:00

The Admin table stored information about the system administrators. This

included details such as the admin's username, password, and account creation date.

Table 3.5: Service

Field Name Data Type Size Description Example

service_id Integer Unique identifier 5
for the service
service_name Varchar 100 Name of the SEO
service Optimization
service_offer Varchar 255 Description of Improve
the service search engine
rankings
date_added DateTime Date when the 2024-01-01
service was 12:00:00
added
date_updated DateTime Date of last 2024-01-01
update 12:00:00

The Service table listed the services offered by the digital marketing agency. It

included the service name, description, and relevant dates.

 41

Table 3.6: Notification

Field Name Data Type Size Description Example

notf_id Integer Unique identifier 101
for the
notification
admin_id Integer Identifier of the 1
admin
service_id Integer Identifier of the 5
service
notf_type Varchar 50 Type of Appointment
notification Reminder

The Notification table tracked notifications sent within the system. It included

information about the notification type and related entities.

Table 3.7: Bug

Field Name Data Type Size Description Example

bug_id Integer Unique 1
identifier for
the bug report
user_id Integer Identifier of 1
the user
reporting the
bug
bug_title Varchar 100 Title of the Login Issue
bug report
bug_description Text Detailed Unable to login
description of with valid
the bug credentials
bug_level_of_prio Varchar 20 Priority level High
of the bug
bug_ss Varchar 255 Screenshot http://.../bug.png
URL
bug_date_reported DateTime Date when the 2024-06-01
bug was 12:00:00
reported
bug_date_resolved DateTime Date when the 2024-06-02
bug was 12:00:00
resolved
 42

The Bug table recorded details of reported bugs within the system. It included the

title, description, priority level, and relevant dates.

Table 3.8: Password Reset

Field Name Data Type Size Description Example

password_reset_id Integer Unique 1
identifier for
the reset
request
user_id Integer Identifier of 1
the user
requesting
the reset
email Varchar 100 Email [email protected]
address for
password
reset
token Varchar 255 Token for abcdef123456
password
reset
expiration_time DateTime Expiration 2024-01-01 12:00:00
time for the
reset token

The Password Reset table handled password reset requests. It included the user

identifier, email, token, and token expiration time.

Statistical Tools

The data gathered from the questionnaire was scaled using the Likert Scale, and

this data was used to calculate the weighted average mean. The computed average was

utilized to determine whether the system met the expectations of the stakeholders or

required improvement. The formulas and tables below presented the computations,

scales, and range of each mean derived from the respondents.

 43

The table displayed the feedback of the users in terms of suitability for the task,

self-descriptiveness, controllability, conformity with user expectations, error tolerance,

and accessibility.

The mathematical formula for the weighted average mean was as follows:
n

∑ (W i ) X X i
W ( ave )= i=1 n

∑Wi
i=1

Where:

n – represented the total number of points

W i – represented the weight assigned to each value

X i - represented each individual value

The developers used the weighted arithmetic mean to determine the average

response for each item of the five options in the questionnaire, namely: 5 (Strongly

Acceptable), 4 (Acceptable), 3 (Moderately Acceptable), 2 (Unacceptable), and 1

(Strongly Unacceptable).

Table 3.9: Scales and Points of the Questionnaire Survey

Scale Points
Strongly Acceptable 5
Acceptable 4
Moderately Acceptable 3
Unacceptable 2
Strongly Unacceptable 1

Table 3.9 presented the scales used in determining the calculation of the expected

feedback of the respondents.

 44

Table 3.10: Range of the Weighted Mean and its Interpretation

Range of Weighted Mean Interpretation

4.21 – 5.00 The responder is Strongly Acceptable with the
system’s overall result.
3.41 – 4.20 The responder is Acceptable with the system’s
overall result.
2.61 – 3.40 The responder is Moderately Acceptable with the
system’s overall result.
1.81 – 2.60 The responder is Unacceptable with the system’s
overall result.
1.00 – 1.80 The responder is Strongly Unacceptable with the
system’s overall result.

Table 3.10 showed the range of the weighted mean that was derived from the

survey results along with its interpretation.

3.4 Description of the Prototype

In this section, the prototype of Skill Bridge: An Appointment Booking System

for a Digital Marketing Agency was described. The system was designed to streamline

the scheduling process between clients and digital marketing specialists by providing an

intuitive and user-friendly interface for appointment booking and management. At its

core, the system integrated calendar functionalities, automated reminders, and real-time

availability updates, ensuring a seamless scheduling experience. Clients were able to

access the system to view available slots, book appointments, and receive confirmations

through email or other communication channels. On the agency side, the system enabled

team members to manage availability, oversee bookings, and analyze appointment trends

to optimize productivity.

The developers utilized a network diagram to illustrate the architecture and

communication flow within the system. The diagram visually represented how various
 45

components, such as the client interface, server, database, and email notification service,

interacted with each other to ensure efficient data transmission and system performance.

By mapping out these connections, the network diagram provided clarity on the system's

infrastructure, highlighting the relationships between hardware, software, and network

resources. According to Western Governors University (2022), network diagrams were

essential tools in system development as they helped organizations visualize the "big

picture," identify network gaps or roadblocks, and develop faster solutions, saving time,

money, and resources. This approach was particularly relevant to systems like Skill

Bridge, where multiple interfaces and services had to operate in harmony to deliver a

smooth user experience.

Figure 3.6: Network Diagram

The network diagram above illustrated the architecture of Skill Bridge, an

appointment booking system designed for a digital marketing agency. The system

enabled clients and administrators to interact through devices such as laptops and

smartphones, ensuring accessibility and flexibility. These devices connected to the

system via the internet, allowing users to book appointments, manage schedules, and

access service details. The system itself acted as the intermediary, processing user

requests and sending data to a web server. The web server managed communication

between the system and the database, ensuring all booking information, client data, and
 46

schedules were securely stored and retrieved as needed. This architecture ensured

seamless data flow, quick response times, and a user-friendly experience, making the

appointment booking process efficient and reliable for both clients and agency

administrators.

3.5 The Proposed Implementation Plan

In this section, the developers outlined the proposed implementation plan for the

Skill Bridge appointment booking system. This plan ensured a structured and efficient

deployment, covering essential phases from preparation to full-scale rollout.

The implementation of “Skill Bridge: An Appointment Booking System for a

Digital Marketing Agency” was the main goal of this study. The system’s content was

designed to be adaptable to the users’ requirements.

After conducting interviews with stakeholders and gathering valuable data, the

developers gained insights into the operational needs of the digital marketing agency.

This information was analyzed to identify key requirements and prioritize them

accordingly. The next step involved proceeding with the system design phase,

collaborating closely with stakeholders to create an intuitive user interface and a robust

architecture.

The development team implemented the Skill Bridge appointment booking

system, focusing on building the core functionalities such as user authentication,

appointment scheduling, and notification management. The development process

involved iterative testing and refinement to ensure that the system met the specified

requirements and user expectations.

 47

Concurrently, the testing team conducted comprehensive testing to ensure the

system’s functionality, performance, and security. This included unit testing, integration

testing, system testing, and user acceptance testing to identify and rectify any issues

before deployment.

Upon successful completion of the testing phase, the system was deployed in a

live environment. The developers provided training to the team members of the digital

marketing agency, ensuring they were well-equipped to use the system efficiently.

Additionally, clear communication was made to clients regarding the system’s

availability and usage, including user guides and support materials.

Following this implementation plan, the system enhanced scheduling efficiency

and client interaction quality for the digital marketing agency by delivering an efficient

and user-friendly appointment booking solution.

Table 3.11: Implementation Plan

Strategies Activities Personnel Involved Duration

Approval from Letter of Approval from Researchers, Owner 1 Day
the Skill Bridge the Researchers
Virtual Careers
Owner

System’s Installation of the Researchers, Owner, 5 Hours

Implementation system and required Team Members
software and hardware

Information System Manuals Researchers, Team 1 Day

Distribution Members

3 Days Training Training and Lectures Researchers, 3 Days

of System Users Administrators,
Team Members
 48

Chapter 4

RESULTS AND DISCUSSION

This chapter presented the results and discussion of the proposed solution,

addressing user requirements, functional and non-functional specifications, as well as the

technologies, hardware, and software used. Key findings and system performance

analyses were discussed, highlighting how the solution met its objectives and providing

an evaluation of its effectiveness and areas for improvement.

4.1 User Requirements

This section detailed the user requirements for Skill Bridge: An Appointment

Booking System for a Digital Marketing Agency, addressing the needs of clients and

admins. Clients required features for service browsing, booking, profile management,

communication, and feedback submission, while admins needed tools for managing

accounts, appointments, notifications, and client feedback to ensure operational

efficiency and service quality.

For clients, the system provided functionalities to manage appointments and

interactions with the agency. Clients could view available services, book appointments,

manage personal profiles, and access booking history for past and upcoming

appointments. The system facilitated seamless communication with admins for queries
 49

and assistance while allowing clients to submit feedback for continuous service

improvement.

Admins, who managed the system, required tools for overseeing user accounts

and appointments. The system enabled admins to add, update, or remove user accounts

and approve or reject appointment requests. Admins could also respond to client queries,

generate meeting links, send notifications, and cancel bookings when necessary.

Feedback management was a vital feature for admins to assess service quality and

implement necessary improvements.

4.2 Technical Solutions

Technical solutions referred to the strategies, methods, and processes

implemented to address the functional and non-functional requirements of the system.

These solutions defined how technologies were applied to solve problems, optimize

performance, and meet user needs effectively. In developing the appointment booking

system for a digital marketing agency, the technical solutions were designed to ensure

scalability, security, and usability while maintaining system efficiency and delivering a

seamless user experience.

The system architecture employed a client-server model, which separated the

front-end user interface from the back-end infrastructure. This architecture ensured that

the user-facing application remained lightweight and responsive while delegating

complex processing tasks to the server. By isolating responsibilities, the system became

easier to manage, maintain, and scale as user demand grew. This design supported future

enhancements without requiring significant changes to the core infrastructure, making it a

robust choice for long-term use.

 50

JavaScript was selected as the programming language for both the front-end and

back-end development, ensuring consistency across the development stack. This

uniformity reduced the learning curve for developers, streamlined debugging, and

accelerated feature development. The back-end leveraged Node.js, a runtime environment

well-suited for real-time, event-driven applications. Node.js efficiently handled

asynchronous operations and concurrent connections, which were critical for managing

multiple appointment bookings without performance bottlenecks. By using JavaScript

and Node.js, the system remained agile, adaptable, and capable of supporting real-time

user interactions.

To handle data storage and retrieval, MongoDB was chosen as the database

solution. Unlike traditional relational databases, MongoDB, as a NoSQL database,

offered flexibility in managing dynamic and unstructured data. This capability was

particularly important for the appointment booking system, where data structures evolved

as new features were added. MongoDB’s ability to scale horizontally ensured that as the

number of users and appointments increased, system performance remained unaffected.

Additionally, its fast query performance reduced latency, providing a smoother

experience for users accessing and managing their appointments.

The integration of RESTful APIs facilitated standardized and efficient

communication between system components. RESTful APIs adhered to HTTP protocols,

making them lightweight and platform-independent. This ensured secure and reliable data

exchange between the front-end, back-end, and database, enabling smooth system

functionality. Furthermore, the RESTful architecture allowed for seamless integration

 51

with third-party tools or future system enhancements, ensuring the system remained

adaptable to changing business requirements.

Security was a key consideration for the system, which managed sensitive user

data. To address this, JSON Web Tokens (JWT) were implemented for user

authentication. JWT provided a secure mechanism for managing user sessions and

ensuring that only authorized users could access the system. By using tokens for

authentication, the system reduced vulnerabilities to common security threats such as

session hijacking. JWT's stateless nature also improved system performance by

eliminating the need to store session data on the server, which was particularly useful for

scaling the application.

The system was deployed on Vercel, a cloud hosting platform known for its

reliability, scalability, and developer-friendly features. Vercel provided automated

deployment, continuous integration, and serverless capabilities, which ensured that

updates could be released quickly without disrupting system operations. Its ability to

scale infrastructure based on user demand guaranteed consistent performance even during

peak usage periods. Vercel’s robust infrastructure also enhanced system uptime, ensuring

that the appointment booking system remained accessible and reliable at all times.

Testing played a crucial role in ensuring the stability and functionality of the

system. Postman was used to rigorously test API endpoints and interactions between

system components. By simulating real-world usage scenarios, Postman helped identify

issues early in the development process, reducing the risk of errors in production. This

testing approach ensured that the system delivered consistent and reliable performance,

even under varying workloads.

 52

Version control and collaboration were managed using GitHub, a widely adopted

platform that enabled developers to track changes, manage code versions, and collaborate

effectively. GitHub’s branching and merging capabilities ensured that updates and new

features could be developed, tested, and integrated without disrupting the core system.

This approach enhanced code quality, reduced errors, and allowed multiple developers to

work on the project simultaneously, ensuring a streamlined and efficient development

process.

4.3 Technology Used

Technology played a critical role in the development and implementation of the

Skill Bridge: Appointment Booking System for a Digital Marketing Agency. As noted by

Sommerville (2015), selecting the right technologies ensures that a system is robust,

scalable, and capable of addressing user requirements efficiently. In this project, the

technologies used referred to the programming languages, tools, platforms, and services

that served as the foundation for building and supporting the system. These solutions

were designed to meet functional and non-functional requirements, ensuring seamless

integration, high performance, and a user-friendly experience for both clients and agency

administrators.

The system was developed using JavaScript as the core programming language,

with Express.js as the back-end framework. JavaScript is a versatile and widely adopted

programming language that facilitated development consistency between the front-end

and back-end. Express.js, a lightweight Node.js framework, simplified server-side

 53

development by providing efficient routing, middleware integration, and organized API

management. This combination allowed the system to process requests quickly, ensuring

smooth operations and faster response times.

For real-time communication, WebSocket was implemented to enable two-way

interaction between the client and server. WebSocket facilitated dynamic features such as

live notifications and instant appointment updates without requiring users to manually

refresh their pages. This technology significantly enhanced user experience by ensuring

that all updates and changes were reflected in real-time, improving the system's

responsiveness and interactivity.

MongoDB, a NoSQL database, was used for data storage and management.

Unlike traditional relational databases, MongoDB supported dynamic and flexible data

structures, making it ideal for handling evolving appointment schedules, user profiles,

and system logs. Its schema-less design allowed for fast data retrieval and ensured

scalability as the system grew. By leveraging MongoDB, the system was able to maintain

consistent performance even as the volume of data increased.

The system was deployed on Vercel, a cloud-based platform known for its

reliability and scalability. Vercel provided automated deployment, serverless functions,

and continuous integration, which streamlined the development workflow and ensured

that updates could be pushed with minimal downtime. This hosting solution guaranteed

fast system performance and high availability, even under increasing user demands.

Visual Studio Code served as the primary code editor during development,

offering essential tools such as debugging support, extension capabilities, and syntax

highlighting. These features enhanced developer productivity and code quality. Version
 54

control and collaboration were managed using GitHub, which allowed the team to track

changes, manage code versions, and collaborate efficiently. By leveraging GitHub, the

team ensured systematic project management, reducing errors and facilitating seamless

teamwork throughout the development lifecycle.

Postman was used for testing and validating APIs to ensure proper

communication between the client-side and server-side components. By simulating

various usage scenarios, Postman allowed the team to identify and address potential

issues early, ensuring that all APIs functioned reliably under different conditions. This

rigorous testing process contributed to the system’s stability and smooth operation.

4.4 Proposed Process for the Developed System as a Solution to the Existing Process

of Skill Bridge: An Appointment Booking System for a Digital Marketing Agency

A Data Flow Diagram (DFD) was a visual representation used to model the flow

of data within a system, showing how inputs were processed and transformed into outputs

through various processes and data stores. DFDs were a widely used tool in system

analysis and design, helping to identify, understand, and document the data interactions

between users, processes, and databases within a system. According to Dennis, Wixom,

and Tegarden (2020), DFDs provided a high-level abstraction that simplified complex

system workflows, allowing developers and stakeholders to visualize how information

moved and transformed across different components of a system.

In the context of Skill Bridge: An Appointment Booking System for a Digital

Marketing Agency, the DFD served as a key tool to map and understand the system's data

interactions. It visually represented the processes involved in client bookings, admin

approvals, and overall data management, ensuring that the data flowed seamlessly and
 55

efficiently throughout the system. Key data processes included client input for booking

requests, availability checks, confirmation processing, and notification delivery, as well

as administrative tasks such as reviewing appointments, updating booking statuses, and

managing client information.

This was particularly important for identifying potential inefficiencies,

redundancies, or errors in the workflow, which were addressed during the design phase.

For example, the DFD helped pinpoint delays in availability validation and ensured that

real-time updates were prioritized to provide instant responses to users. It also

highlighted areas where automated reminders and notifications could be incorporated to

reduce manual intervention and enhance efficiency.

Figure 4.1: Level 0 Data Flow Diagram (Context Diagram)

 56

The Level 0 Data Flow Diagram (Context Diagram) illustrated the overall

interaction between the users and the Skill Bridge appointment booking system,

providing a high-level overview of the data flow between the system, clients, and

administrators. Clients interacted with the system by providing booking information,

managing their bookings, and accessing services offered by the agency. They could view

available time slots, confirm appointments, retrieve booking results, and review their

booking history, enabling them to stay informed and organized. This ensured an intuitive

experience that empowered clients to efficiently handle their scheduling needs.

On the administrative side, admins utilized the system to manage client bookings

and accounts. They received lists of all bookings, including confirmed, pending, and

canceled appointments, as well as detailed client information to monitor operations and

resolve any scheduling conflicts. Additionally, admins could analyze booking trends,

track client activity, and oversee service performance, supporting data-driven decision-

making to optimize agency productivity and resource allocation.

 57

Figure 4.2: Level 1 Data Flow Diagram

The Level 1 Data Flow Diagram provided a detailed breakdown of the processes

within the Skill Bridge appointment booking system. It illustrated the interactions

between the client and admin and the key processes involved in managing appointments

and related tasks. The system began with clients signing in or signing up, where their

credentials and client details were stored as client data. Clients could then make an

appointment by submitting appointment details, which were processed and stored in the

appointment database. Admins reviewed these appointments and either approved or

 58

rejected them. Upon approval, Zoom meetings were created, and meeting details were

shared via email notifications sent to clients. Clients also had options to contact the

admin for queries or submit feedback on completed appointments, with feedback details

being stored for review. Admins managed and updated appointment durations as needed

to ensure accuracy. This diagram effectively demonstrated the data flow, processes, and

storage interactions within the system to facilitate a smooth appointment management

workflow.

Figure 4.3: Level 2 Data Flow Diagram (Explosion of Process 2)

The Level 2 Data Flow Diagram (Explosion of Process 2) provided a detailed

view of the sub-processes involved in booking an appointment within the Skill Bridge

system. The process began with the client selecting a service (2.1), which generated the

service details. Clients then proceeded to select the date and time (2.2), and the system

verified the available slots through the check date and timeslot step (2.3), ensuring the

selected date and time were valid. Once the date and timeslot were confirmed, clients

filled out the required booking information through the fill-up form step (2.4), which
 59

included entering relevant details such as personal information. The process concluded

with the submit form step (2.5), where the system captured the finalized booking details

and stored them as appointment data in the system database. This breakdown provided a

clear and systematic representation of how the appointment booking workflow was

managed, ensuring a smooth and user-friendly experience for clients.

Figure 4.4: Level 3 Data Flow Diagram (Explosion of Process 3)

The Level 3 Data Flow Diagram (Explosion of Process 3) provided a detailed

view of the admin workflow for managing appointments within the Skill Bridge system.

The process began with the admin reviewing the appointment (3.1), where the

appointment details were evaluated. Once reviewed, the admin proceeded to approve or

reject the appointment (3.2), determining whether it could proceed. If approved, the

system generated the necessary Zoom meeting details through the create Zoom meeting

process (3.3). These details were stored as part of the Zoom data (D3) and provided to the
 60

relevant parties for the finalized appointment. This diagram illustrated the logical flow of

decisions and actions taken by the admin to manage appointments efficiently.

4.5 The Functional and Non-Functional Requirements of the System

This section outlined the functional and non-functional requirements of the

system, specifying the essential features, behaviors, and performance criteria needed to

ensure the system operated effectively and met user expectations.

Functional Requirements

A functional requirement, according to Mattew (2022), described the services that

the software must provide. It referred to the system's inputs, processes, and outputs to

fulfill specific tasks, including calculations, data manipulation, and user interactions.

Functional requirements defined how the system should behave in response to specific

inputs and detailed the expected results, ensuring that the system's operations aligned

with user needs and business objectives. These requirements served as the foundation for

designing and developing the system, providing a clear understanding of what the

software needed to accomplish to be effective and reliable.

 61

Figure 4.5: Service Selection Process

Figure 4.5 presented the service selection process of an appointment booking

system for Skill Bridge. This process was divided into four key steps: selecting a service,

selecting the date and time, entering details, and reviewing and submitting. The first step

allowed users to choose between two main service categories: virtual assistance and

recruitment services. Virtual assistance included tasks such as customer service, writing

and editing, social media management, and technical skills, while recruitment services

covered talent sourcing, talent screening, interviewing and assessment, endorsement, and

optional onboarding.

This design ensured a clear and efficient workflow by organizing services into

distinct categories, allowing users to easily identify and select the service they required.

By breaking the booking process into sequential steps, the system minimized user

confusion and enhanced navigation. The structured format justified its effectiveness in

creating a seamless user experience, as users could progress through each phase logically

and efficiently, improving the overall usability of the system.

 62

Figure 4.6: Dashboard and Booking Analytics

Figure 4.6 presented the dashboard and booking analytics of the Skill Bridge

appointment booking system. The dashboard displayed a summary of booking activities

with categories such as total bookings, pending bookings, successful bookings, canceled

bookings, ongoing bookings, and rejected bookings. Each category included numerical

values representing the number of bookings, giving users an overview of their

appointment statuses. The interface also featured a section for upcoming bookings, which

displayed details like the service, date and time, days remaining, client name, notes,

phone number, booking status, and available actions.

This design provided users with a clear and comprehensive view of their bookings

and activities, enabling them to track and manage appointments efficiently. By

summarizing booking analytics into distinct categories, the system allowed users to

quickly identify the status of their appointments. The inclusion of an upcoming bookings

section further justified its usability, as it offered an organized display of essential details,

improving the user experience and supporting effective time management. The clean and

intuitive layout ensured users could easily access relevant information without

unnecessary complexity.
 63

Figure 4.7: Booking History

Figure 4.7 displayed the booking history feature of the Skill Bridge appointment

booking system. The booking history table organized previously booked services into

columns, including service name, date and time, notes, phone number, booking status,

and the date booked. The status column provided updates such as "done," "canceled," or

"missed," offering a clear indication of the appointment outcomes. Users could view

multiple records and navigate through the list using pagination, ensuring accessibility to

past booking data.

This design facilitated effective record-keeping and transparency for users,

allowing them to track and review their booking activities comprehensively. The

inclusion of essential details, such as status updates and timestamps, justified the feature's

role in promoting accountability and organization. Additionally, the search functionality

and sortable columns ensured that users could efficiently locate specific bookings,

enhancing the usability and user experience of the system.

 64

Figure 4.8: User Information Management

Figure 4.8 presented the user information management feature of the Skill Bridge

appointment booking system. This section allowed users to view and update their basic

credentials, including their profile picture, first and last name, password, email address,

and role selection. Users could upload a profile picture and change their password, while

leaving the password field blank ensured no changes were made. The "Submit" button

was provided to save updates to the user information.

This design enabled users to manage their personal information conveniently,

ensuring data accuracy and customization within the system. The editable fields justified

its user-centric approach, allowing users to maintain up-to-date credentials and

personalize their profile as needed. By including role management and password security,

the system promoted flexibility and ensured a secure and tailored user experience,

enhancing overall system usability.

 65

Figure 4.9: Login Activity

Figure 4.9 displayed the login activity feature of the Skill Bridge system, which

provided users with a detailed history of their login sessions. The table included key

details such as the login history ID, IP address, user agent, and the login timestamp. Each

record showed the IP address used for the login attempt and the user agent string, which

indicated the browser and operating system information.

This feature allowed users to monitor their account activity for security and

transparency purposes. By displaying detailed login data, such as IP addresses and

timestamps, the system justified its design by enhancing security awareness and helping

users identify unauthorized access attempts. The inclusion of search and filter

functionalities further improved usability, enabling users to quickly locate specific login

records. Overall, this feature promoted accountability and reinforced user confidence in

the system's security.

 66

Figure 4.10: Date and Time Selection

Figure 4.10 presented the date and time selection feature of the Skill Bridge

appointment booking system. This section allowed users to select a specific date from a

calendar interface and choose an available time slot for their appointment. The calendar

displayed the current month with selectable dates, while the time slots were organized in

hourly intervals ranging from 8:00 AM to 7:00 PM. Users could navigate between

different months using arrow buttons, and progress to the next step by clicking "Next"

once a date and time were selected.

This design streamlined the appointment booking process by providing a clear

and intuitive interface for scheduling. The calendar view ensured users could quickly

identify available dates, while the time slot grid simplified the process of selecting a

preferred time. The step-by-step navigation justified its effectiveness in guiding users

seamlessly through the booking workflow, ensuring accuracy and convenience in

scheduling appointments.
 67

Figure 4.11: Enter Details

Figure 4.11 presented the "Enter Details" step of the Skill Bridge appointment

booking system. This step allowed users to review their selected service details, including

the service category, specific service type, date, and time of the appointment. On the right

side, users were prompted to enter their personal information, such as their first name,

last name, email address, phone number, and any additional notes relevant to the

booking. The "Prev" and "Next" buttons facilitated navigation between steps.

This design ensured accuracy and completeness in the booking process by

enabling users to confirm their selections and input essential details. The inclusion of

editable fields justified the system's flexibility, allowing users to provide accurate contact

information and add specific instructions if needed. By separating the review and input

sections, the system enhanced clarity and reduced errors, ensuring a smooth user

experience as users progressed to the final submission step.

 68

Figure 4.12: Review and Submit

Figure 4.12 presented the review and submit step of the Skill Bridge appointment

booking system. This step displayed a summary of both the selected service details and

user-provided information. The service details section included the service category

(Virtual Assistant), the specific service type (Customer Service), the date, and the time of

the appointment. Below this, the user details section summarized the user’s name, email

address, phone number, and any notes they had entered. A submit button was provided

for final confirmation, along with a prev button for returning to the previous step.

This design ensured that users could thoroughly review all the information before

finalizing their appointment, reducing the risk of errors. By providing a clear and

organized summary of service and user details, the system justified its focus on accuracy

and user confidence. The inclusion of navigation buttons added flexibility, allowing users

to easily return and make adjustments if needed. This step reinforced a seamless and

user-friendly booking process, ensuring the information submitted was correct and

complete.
 69

Figure 4.13: Admin Dashboard Overview

Figure 4.13 presented the admin dashboard overview of the Skill Bridge

appointment booking system. The dashboard displayed key booking metrics, including

total bookings, pending bookings, canceled bookings, ongoing bookings, done bookings,

rejected bookings, missed bookings, and upcoming bookings. Additionally, it provided

user statistics such as the total number of users, active users, and inactive users. Below

these metrics, two tables were displayed: new users with their registration dates and

emails, and active users with their login activity. The lower section included recent user

feedback, categorized by submission date, feedback category, booking experience,

service quality, suggestions, and status.

This design provided administrators with a comprehensive view of system

activities and user engagement. By organizing metrics into distinct sections, the

dashboard enabled quick monitoring of bookings, user activity, and feedback. The

inclusion of user and feedback tables justified its focus on system oversight and decision-

making, allowing administrators to identify trends, manage users, and address feedback
 70

efficiently. This structured layout enhanced usability and ensured that critical data was

accessible for effective system management.

Figure 4.14: Manage Users

Figure 4.14 presented the manage users feature of the Skill Bridge admin panel.

This section provided administrators with a list of registered users, displaying details

such as first name, last name, email address, active status, verification status, and admin

privileges. The table also included an actions column with options to promote a user to

admin, demote an admin to a regular user, edit user details, view their profile, or delete

the user. A "+ Add User" button was available for adding new users, and a "Print Users"

option allowed exporting the user list.

This design enabled administrators to efficiently manage user accounts and roles

within the system. By offering essential actions such as promotion, demotion, and

deletion, the system ensured flexibility in user role management. The inclusion of active

and verified statuses justified its focus on maintaining user accountability and system

security. The organized table layout, combined with actionable controls, promoted ease
 71

of navigation and streamlined administrative tasks, ensuring effective oversight of user

management.

Figure 4.15: View Bookings

Figure 4.15 presented the view bookings feature of the Skill Bridge admin panel.

This section allowed administrators to monitor booking details through a structured table

displaying user email addresses, service names, booking dates, times, statuses, and

actions. The statuses included outcomes such as "done," "canceled," and "missed,"

reflecting the completion or cancellation of bookings. Each row featured a "View" option

for administrators to access further details about specific bookings. A search functionality

was also provided to filter results by email, service, date, time, or status.

This design enabled efficient management and oversight of bookings by providing

a clear and organized view of user appointments. The inclusion of multiple statuses

justified its role in tracking the progress and outcomes of each booking. By incorporating

search and filter options, the system enhanced usability, allowing administrators to
 72

quickly locate specific records. This streamlined approach ensured accuracy in booking

management and facilitated effective decision-making for system administrators.

Figure 4.16: Booking Details

Figure 4.16 presented the booking details feature of the Skill Bridge admin panel.

This pop-up window provided a detailed summary of a specific booking, including the

user's first and last name, email address, service type, date, time, status, start and end

time, duration, and join URL. In this instance, the service was categorized as

"virtual_assistance," scheduled for October 30, 2024, at 8:00 AM, with the status marked

as "done." The system also displayed the precise start and end times of the booking, as

well as the duration, which totaled one minute.

This design enhanced the administrator's ability to view comprehensive booking

information in a compact, easily accessible format. By including key details such as

service type, time, and status, the system ensured transparency and accountability for

completed and ongoing bookings. The presence of additional data like duration and join

URL justified its role in facilitating better monitoring and management of bookings. This
 73

feature streamlined administrative oversight, enabling quick access to relevant booking

details without navigating away from the main view bookings page.

Figure 4.17: Admin Dashboard Insights

Figure 4.17 presented the admin dashboard insights of the Skill Bridge system,

providing a snapshot of user feedback, new users, and booking trends. The upper section

displayed a table of recent user feedback, which included user names, submission dates,

feedback categories, booking experience ratings, service quality ratings, suggestions, and

statuses. Below the table, two line charts visualized trends for new users and bookings

over the past seven days. The charts tracked daily increments, offering a visual

representation of user activity and system engagement.

This design enabled administrators to analyze user engagement and feedback

efficiently. By combining tabular feedback data with visual insights, the system justified

its role in supporting data-driven decision-making. The line charts provided an easy-to-

understand overview of user and booking trends, helping administrators identify patterns

and measure system performance over time. This integration of quantitative and
 74

qualitative data enhanced administrative oversight, allowing for continuous improvement

and strategic planning within the system.

Figure 4.18: Home Page

Figure 4.18 presented the home page of the Skill Bridge Virtual Careers platform.

The page introduced the company’s mission of delivering global excellence by

connecting businesses with premier Filipino talent. The content emphasized the

platform’s specialization in facilitating remote work relationships and offering a diverse

range of virtual assistant services tailored to meet the needs of small and medium-sized

enterprises across industries like construction, HVAC, coaching, and entrepreneurship. A

call-to-action button labeled "Request a Consultation" was prominently displayed to

encourage user engagement.

This design effectively communicated the company’s purpose and service

offerings, creating a strong first impression for visitors. The clear and concise messaging

justified its role in attracting potential clients by highlighting the platform's expertise and

focus on tailored solutions. Additionally, the visually engaging elements, such as the
 75

illustration of a calendar and organized layout, reinforced the theme of scheduling and

efficiency, while the language toggle option ensured accessibility for a wider audience,

enhancing user experience and inclusivity.

Non-Functional Requirements

According to Mattew (2022), non-functional requirements defined a software

system's quality attributes, ensuring its usability, performance, and effectiveness. These

criteria addressed the overall constraints and standards required for the system to function

optimally.

Figure 4.19: Accessibility

Figure 4.19 presented the accessibility feature of the Skill Bridge platform.

Accessibility referred to the system’s ability to ensure that all users, regardless of their

abilities, technical skills, or language preferences, could effectively interact with and

navigate the platform. It focused on creating an inclusive experience by addressing

barriers such as language and usability challenges. This included features like
 76

multilingual support, user-friendly design, and clear content presentation to enhance

accessibility for a diverse audience.

The system incorporated a language toggle option, allowing users to switch

between English and Español to accommodate global users. The clean layout, readable

fonts, and intuitive interface made the platform easy to navigate, even for users with

visual impairments or limited technical proficiency. These design elements ensured that

users could access the platform’s services effortlessly, promoting inclusivity and

improving the overall user experience.

Figure 4.20: Accuracy

Figure 4.20 presented the accuracy feature of the Skill Bridge platform. Accuracy

referred to the system’s ability to ensure the reliability, precision, and consistency of data

displayed across its modules. This included presenting correct booking records, user

information, and system metrics in a well-organized and error-free manner to maintain

trust and credibility for administrators and users alike.

 77

The admin dashboard displayed key metrics, such as total bookings, pending

bookings, canceled bookings, and user statistics, with accurate numerical values.

Additionally, the system provided detailed information about new users, active users, and

their registration dates. By consistently reflecting real-time and valid data, the platform

ensured that administrators could make informed decisions and monitor system

performance effectively. This precision in data management reinforced the reliability of

the platform, promoting confidence among its users.

Figure 4.21: Authentication and Authorization

Figure 4.21 presented the authentication and authorization feature of the Skill

Bridge platform. Authentication ensured that only verified users could access the system

by validating their identity through login credentials, while authorization determined the

level of access granted based on the user’s role. This two-step process was critical to

securing the platform and protecting sensitive user information.

The login page included options to sign in with Google or through manual input

of email and password, with a “forgot password” link for account recovery. This design
 78

ensured users could securely access their accounts while providing an additional

convenience with Google authentication. By implementing these measures, the system

restricted unauthorized access and safeguarded user data, ensuring that only authenticated

individuals with proper permissions could interact with the platform's features.

Figure 4.22: Efficiency

Figure 4.22 presented the efficiency feature of the Skill Bridge platform.

Efficiency referred to the system’s ability to perform tasks quickly and accurately while

providing users with relevant information in an organized manner. It ensured that users

could access data, navigate through features, and perform their intended tasks without

unnecessary delays or complications.

The dashboard displayed summarized booking analytics, including total, pending,

canceled, successful, ongoing, and rejected bookings, in a clean and well-organized

layout. Upcoming bookings were presented in a table format, allowing users to quickly

identify service details, remaining days, and status. This design allowed users to

efficiently monitor their bookings and system activities at a glance, saving time and
 79

reducing the effort required to retrieve information. By prioritizing speed, clarity, and

accessibility, the platform successfully optimized user productivity and performance.

Figure 4.23: Maintainability

Figure 4.23 presented the maintainability feature of the Skill Bridge platform.

Maintainability referred to the system’s ability to be easily monitored, updated, and

managed to ensure smooth performance and long-term sustainability. It focused on

enabling administrators to track user activities, system usage, and performance metrics,

while ensuring issues could be identified and resolved promptly.

The user activity logs displayed a detailed record of actions, including

timestamps, user email addresses, and the type of activity performed, such as logins. This

organized layout allowed administrators to monitor user behavior effectively and identify

patterns or irregularities that might require attention. By providing clear and detailed

logs, the system ensured that maintaining performance and addressing issues could be

done efficiently. This feature contributed to the platform's reliability and sustainability,

making it easier to manage and adapt to future changes.

 80

Figure 4.24: Reliability

Figure 4.24 presented the reliability feature of the Skill Bridge platform.

Reliability referred to the system’s ability to consistently perform its intended functions

accurately and without failure. It ensured that users could complete tasks, such as

booking appointments, reviewing details, and submitting information, with confidence

that the system would work as expected.

The figure showcased the final review step, where service details, user

information, and selected options were displayed accurately. The submit button allowed

users to confirm their inputs, ensuring the booking process was completed smoothly. By

presenting consistent and accurate data across steps without errors or interruptions, the

platform demonstrated its reliability. This reinforced user trust and satisfaction, as users

could depend on the system to deliver accurate outcomes and maintain operational

stability throughout the process.

 81

Figure 4.25: Security

Figure 4.25 presented the security feature of the Skill Bridge platform. Security

referred to the system’s ability to protect user data, prevent unauthorized access, and

ensure the confidentiality and integrity of information. It ensured that sensitive user data,

such as emails, account details, and other personal information, remained secure from

potential breaches or unauthorized actions.

The figure displayed a message indicating "Unauthorized," which highlighted the

platform’s capability to restrict access to unauthorized users attempting to view or

interact with protected content. Additionally, the presence of links to privacy policies,

cookie policies, and terms reinforced the system’s commitment to transparency and

compliance with security standards. By implementing these measures, the platform

ensured the protection of user information, safeguarded system resources, and maintained

trust and reliability among its users.

 82

4.6 Hardware and Software Requirements

This section described the hardware and software requirements essential for the

development and operation of The Skill Bridge: An Appointment Booking System for a

Digital Marketing Agency. It highlighted the necessary specifications to ensure optimal

performance, efficient data management, and seamless user experience.

Hardware Requirements

To ensure the efficient development, deployment, and operation of the

Appointment Booking System for a Digital Marketing Agency, the following hardware

specifications were recommended for both system development and user interaction.

These requirements were designed to provide an optimal user experience and ensure

smooth performance.

Table 4.1: Hardware Requirements for the System Development and

Deployment

Hardware Specifications
Display Minimum 1920 x 1080 resolution
Processor AMD Ryzen 5 5600G or Intel Core
i5 (11th Gen)
Storage 512GB SSD or 256GB NVMe for
high-speed performance
Memory (RAM) 8GB minimum
Graphics Processing Unit (GPU) Integrated or dedicated, with at least
2GB memory
Peripherals USB or wireless mouse and keyboard

The specifications above ensured that the system operated effectively, even under

demanding conditions during development and operational phases.

Display: The system required a display with a minimum resolution of 1920 x

1080 to provide a clear and accessible interface for both administrators and clients. A
 83

high-resolution screen ensured that system elements such as forms, reports, and

appointment dashboards were visually clear and easy to interact with. A quality display

enhanced user engagement by offering a seamless and intuitive visual experience.

Processor: A robust processor such as the AMD Ryzen 5 5600G or Intel Core i5

11th Gen was essential for handling system processes. These processors efficiently

executed the logical and computational tasks required for real-time data processing, user

interactions, and secure system operations. The processor ensured that the platform could

manage multiple users and concurrent operations without performance degradation.

Storage: The system relied on high-speed storage solutions, with a minimum of

256GB NVMe or 512GB SSD recommended. These storage options allowed for quick

data retrieval and application responsiveness. They also supported the storage of client

data, appointment schedules, and system logs securely and reliably, ensuring smooth

operational functionality.

Memory (RAM): A minimum of 8GB RAM was required to allow for efficient

multitasking, system responsiveness, and the handling of resource-intensive tasks such as

generating reports and processing real-time notifications. Adequate memory ensured that

the system operated smoothly, even during peak usage.

Graphics Processing Unit (GPU): A GPU with at least 2GB of memory, either

integrated or dedicated, was recommended to handle graphical interfaces, especially for

admin dashboards or client portals that included visual elements like charts or

appointment overviews. The GPU improved the rendering of graphics, ensuring a

polished and professional look for all system users.

 84

Peripherals: Administrators required reliable input devices, such as a USB or

wireless mouse and keyboard, for efficient navigation and interaction with the system.

These peripherals ensured that users could manage tasks like data entry and system

configuration with ease.

Software Requirements

A Software Requirements Specification (SRS) was a detailed description of the

intended purpose and operational environment for the software being developed. The

SRS outlined the system's functionalities and expected performance. Below were the

software requirements for the Appointment Booking System for a Digital Marketing

Agency.

Table 4.2: Software Requirements for the System Development

Software Specifications
Operating System Windows 11 x64
Database Management MongoDB
Development Tool Visual Studio Code

Operating System: Windows 11 x64 was the foundational software that enabled

the system to interact with hardware and other applications. Known for its modern

interface, robust performance, and enhanced security features, Windows 11 x64 was user-

friendly and provided a stable platform for software development and deployment. Its

compatibility with various development tools and libraries ensured that developers and

administrators could work efficiently.

Database Management: MongoDB, a modern NoSQL database management

system, was used for organizing, storing, and retrieving data efficiently. MongoDB’s

flexible, document-based structure was ideal for managing dynamic data like
 85

appointments, client records, and system logs. Its scalability and high performance made

it suitable for handling large volumes of data while maintaining real-time processing

capabilities. MongoDB ensured secure, reliable data management throughout its

lifecycle.

Development Tool: Visual Studio Code was a lightweight and powerful source

code editor utilized for software development. It offered features such as debugging, task

management, and version control integration, enabling efficient and effective coding.

Visual Studio Code’s extensive plugin ecosystem supported a wide range of

programming languages and frameworks, making it a versatile choice for building robust

and user-friendly systems.

Findings and Analysis of the System

This section presented the findings and analysis of the system, including an

evaluation of the proposed computer-based solution for The Skill Bridge: An

Appointment Booking System for a Digital Marketing Agency. It provided a detailed

assessment of how the system processed user interactions, managed data, and ensured

functionality to effectively meet user requirements.

4.7 Evaluation of the Proposed Computer-Based Solution

This section evaluates Skill Bridge: An Appointment Booking System for a

Digital Marketing Agency based on the principles of ISO 9241-210:2019 - Ergonomics

of Human-System Interaction. This internationally recognized standard focuses on user-

centered design and usability, ensuring that interactive systems are intuitive, effective,

and satisfying for users. The evaluation assessed six key usability aspects: suitability for

the task, self-descriptiveness, controllability, conformity with user expectations, error

 86

tolerance, and accessibility. These aspects were selected as they directly influence the

system's ability to meet user needs and provide a seamless experience.

ISO 9241-210:2019 was chosen for this evaluation due to its alignment with the

system’s goals of usability and accessibility. As supported by studies like Sari and

Setyowati (2021) and Realpe-Muñoz et al. (2016), the principles of human-centered

design ensure systems are intuitive and accessible to a diverse audience. The standard

also emphasizes error tolerance and task suitability, critical elements for a booking

system. Additionally, research by Asemi et al. (2022) validates the reliability of ISO

9241-210 in usability evaluations, making it an ideal framework for this assessment.

The evaluation revealed that Skill Bridge: An Appointment Booking System for a

Digital Marketing Agency effectively supports booking tasks, with respondents

highlighting its efficiency and intuitive design. The system was found to be self-

descriptive, allowing users to navigate without additional guidance and providing clear

error messages when necessary. Controllability was another noted strength, as users

could easily navigate between steps, cancel actions, or modify inputs. The system’s

conformity with user expectations was also rated highly, with its layout, workflows, and

terminology being familiar and intuitive. Error tolerance was particularly praised, as the

system guided users through recovery processes seamlessly, ensuring no data loss during

errors. Accessibility was rated positively, with respondents noting that the system was

inclusive and usable by individuals with varying levels of technical proficiency.

The evaluation process adhered to the structured framework provided by ISO

9241-210:2019, emphasizing task-oriented and user-focused design principles. A survey

was conducted among 25 respondents in Pangasinan, who represented administrators,

 87

clients, and team members. The respondents were given a demonstration of the system's

features, followed by an opportunity to explore and interact with it independently. Using

a 5-point scale ranging from 1 (Strongly Unacceptable) to 5 (Strongly Acceptable),

participants rated the system's performance on the identified usability aspects. Feedback

highlighted the system's strengths and provided actionable insights for improvement.

Table 4.3: Respondents of Survey

Type of User Number of Respondents Percentage

Administrator 2 8%
Client/Team Member 23 92%
Total 25 100%

Table 4.3 showed the total number of respondents involved in the study. Among

the 25 respondents, 2 were administrators (8%), and 23 were clients and team members

(92%).

Table 4.4: Scale Rating

Scale Range Interpretation

5 4.21 – 5.00 Strongly Acceptable
4 3.41 – 4.20 Acceptable
3 2.61 – 3.40 Moderately Acceptable
2 1.81 – 2.60 Unacceptable
1 1.00 – 1.80 Strongly Unacceptable

Table 4.4 presented the scale rating used to evaluate the acceptability of the

system. The table defined five levels of interpretation based on specific numerical ranges,

where a rating of 5 (4.21–5.00) indicated "Strongly Acceptable," and a rating of 1 (1.00–

1.80) represented "Strongly Unacceptable." This scale provided a structured framework

for analyzing user feedback and determining the overall performance and usability.

Suitability for the Task

 88

Suitability for the task ensured that the system effectively supported users in

achieving their objectives without unnecessary complications or redundant steps. This

aspect emphasized the alignment of system functionality with the intended tasks,

allowing users to complete processes efficiently. Its importance lay in reducing cognitive

load, improving task completion time, and enhancing user satisfaction. Systems that

prioritized task suitability fostered a streamlined user experience, as supported by Sari

and Setyowati (2021), who highlighted that task-oriented design was essential for

effective human-computer interaction.

Table 4.5: System Evaluation According to Suitability for the Task

Suitability for the Task Mean Description

1. The system allows users to complete booking tasks 4.44 Strongly
efficiently. Acceptable
2. The features provided by the system are relevant to 3.92 Acceptable
the appointment booking process.
3. The system is designed to minimize unnecessary 4.28 Strongly
steps in the booking process. Acceptable
Average Weighted Mean 4.21 Strongly
Acceptable
Legend: Strongly Acceptable = 4.21 – 5.00; Acceptable = 3.41 – 4.20; Moderately
Acceptable = 2.61 – 3.40; Unacceptable = 1.81 – 2.60; Strongly Unacceptable = 1.00 –
1.80;

Self-Descriptiveness

Self-descriptiveness focused on the system’s ability to make its functionality and

features easy to understand without requiring extensive training or external help. This

was achieved through intuitive interfaces, clear labels, and helpful prompts that guided

users during interactions. Its significance lay in minimizing user frustration and

increasing system accessibility for both novice and experienced users. Realpe-Muñoz et

al. (2016) stressed that self-descriptive systems improved usability by enabling users to
 89

intuitively navigate and perform tasks, reducing the need for external assistance or

documentation.

Table 4.6: System Evaluation According to Self-Descriptiveness

Self-Descriptiveness Mean Description

4. The system’s features are easy to understand 4.44 Strongly

without external help or documentation. Acceptable
5. Users can quickly figure out how to book an 4.42 Strongly
appointment upon their first interaction with the Acceptable
system.
6. The purpose of each button, icon, or menu item in 4.4 Strongly
the system is immediately clear. Acceptable
Average Weighted Mean 4.42 Strongly
Acceptable
Legend: Strongly Acceptable = 4.21 – 5.00; Acceptable = 3.41 – 4.20; Moderately
Acceptable = 2.61 – 3.40; Unacceptable = 1.81 – 2.60; Strongly Unacceptable = 1.00 –
1.80;

Controllability

Controllability referred to the extent to which users could influence the operation

of a system and take corrective actions if needed. This included the ability to navigate

freely, undo or redo actions, and recover from errors. Asemi et al. (2022) highlighted that

systems with high controllability were more user-friendly and reduced operational errors,

leading to higher levels of user satisfaction and task efficiency.

Table 4.7: System Evaluation According to Controllability

Controllability Mean Description

7. Users can easily navigate back and forth between 4.24 Strongly
steps in the booking process. Acceptable
8. The system allows users to cancel or modify an 3.96 Acceptable
action during the booking process.
9. Users feel they have control over all steps in the 4.44 Strongly
appointment booking process. Acceptable
Average Weighted Mean 4.21 Strongly
 90

Acceptable
Legend: Strongly Acceptable = 4.21 – 5.00; Acceptable = 3.41 – 4.20; Moderately
Acceptable = 2.61 – 3.40; Unacceptable = 1.81 – 2.60; Strongly Unacceptable = 1.00 –
1.80;

Conformity with User Expectations

Conformity with user expectations ensured that the system aligned with common

design conventions, familiar workflows, and user mental models. This aspect was crucial

for reducing the learning curve and enabling users to interact with the system seamlessly.

Systems that met user expectations avoided confusion and increased operational

efficiency. Realpe-Muñoz et al. (2016) emphasized that adhering to conventions

enhanced usability by making systems predictable and intuitive, thus improving user trust

and satisfaction.

Table 4.8: System Evaluation According to Conformity with User

Expectations

Conformity with User Expectations Mean Description

10. The system follows common design conventions 4.32 Strongly
and user interface standards. Acceptable
11. The booking process works as users would 4.16 Acceptable
naturally expect.
12. Users find the workflow of the booking process 4.48 Strongly
logical and intuitive. Acceptable
Average Weighted Mean 4.32 Strongly
Acceptable
Legend: Strongly Acceptable = 4.21 – 5.00; Acceptable = 3.41 – 4.20; Moderately
Acceptable = 2.61 – 3.40; Unacceptable = 1.81 – 2.60; Strongly Unacceptable = 1.00 –
1.80;

Error Tolerance

Error tolerance ensured that the system could handle user errors effectively, either

by preventing them or by allowing users to recover without significant negative

 91

consequences. This was important for maintaining a smooth user experience, minimizing

frustration, and ensuring data integrity. Asemi et al. (2022) emphasized that systems with

robust error tolerance increased user confidence and reliability, as they allowed users to

learn from mistakes and proceed without interruption.

Table 4.9: System Evaluation According to Error Tolerance

Error Tolerance Mean Description

13. The system prevents users from making common 4.24 Strongly
errors during the booking process. Acceptable
14. Users can easily recover from mistakes made while 4.2 Acceptable
interacting with the system.
15. The system highlights errors clearly and suggests 4.48 Strongly
solutions to resolve them. Acceptable
Average Weighted Mean 4.30 Strongly
Acceptable
Legend: Strongly Acceptable = 4.21 – 5.00; Acceptable = 3.41 – 4.20; Moderately
Acceptable = 2.61 – 3.40; Unacceptable = 1.81 – 2.60; Strongly Unacceptable = 1.00 –
1.80;

Accessibility

Accessibility ensured that the system could be used effectively by a diverse range

of users, including those with varying abilities or disabilities. This aspect was critical for

creating inclusive designs that catered to a broader audience and complied with

accessibility standards. Sari and Setyowati (2021) noted that systems prioritizing

accessibility demonstrated a commitment to inclusivity and provided equitable access to

technology for all users.

Table 4.10: System Evaluation According to Accessibility

Accessibility Mean Description

16. The system can be used effectively by individuals 4.52 Strongly
with varying levels of technical proficiency. Acceptable
17. The system accommodates users with visual or 4.4 Strongly
physical impairments, if applicable. Acceptable
 92

18. The system’s design ensures inclusivity, allowing 4.48 Strongly

diverse users to perform tasks without difficulty. Acceptable
Average Weighted Mean 4.46 Strongly
Acceptable
Legend: Strongly Acceptable = 4.21 – 5.00; Acceptable = 3.41 – 4.20; Moderately
Acceptable = 2.61 – 3.40; Unacceptable = 1.81 – 2.60; Strongly Unacceptable = 1.00 –
1.80;

Table 4.11: Total Mean Average of System Evaluation

Category Weighted Mean Descriptive Rating

Suitability for the Task 4.21 Strongly Acceptable
Self-Descriptiveness 4.42 Strongly Acceptable
Controllability 4.21 Strongly Acceptable
Conformity with User Expectations 4.32 Strongly Acceptable
Error Tolerance 4.30 Strongly Acceptable
Accessibility 4.46 Strongly Acceptable
Average Weighted Mean 4.32 Strongly Acceptable
Legend: Strongly Acceptable = 4.21 – 5.00; Acceptable = 3.41 – 4.20; Moderately
Acceptable = 2.61 – 3.40; Unacceptable = 1.81 – 2.60; Strongly Unacceptable = 1.00 –
1.80;

Table 4.11 presented the total mean average of the system evaluation based on six

key aspects: suitability for the task, self-descriptiveness, controllability, conformity with

user expectations, error tolerance, and accessibility. Each category's weighted mean

reflected the respondents' assessment of the system's usability and functionality. All

categories received a descriptive rating of "Strongly Acceptable," with individual

weighted means ranging from 4.21 to 4.46. The overall average weighted mean of 4.32

also fell under the "Strongly Acceptable" range, indicating that the system consistently

met or exceeded user expectations across all evaluated aspects. The table provided a clear

summary of the system's performance based on user feedback and emphasized its

alignment with the usability principles outlined in ISO 9241-210:2019.

 93

Chapter 5

SUMMARY, CONCLUSIONS, AND RECOMMENDATIONS

This chapter summarized the findings and outcomes of Skill Bridge: An

Appointment Booking System for a Digital Marketing Agency. It reviewed the project’s

objectives, methodologies, and results, highlighted the system's effectiveness in

streamlining scheduling and client engagement, and provided recommendations for

further improvement.

5.1 Summary

This study, entitled "Skill Bridge: An Appointment Booking System for a Digital

Marketing Agency," aimed to provide a comprehensive solution to the challenges

associated with manual appointment scheduling in a fast-paced digital marketing

environment. The report included an in-depth analysis of the existing scheduling

practices at Skill Bridge, identifying key issues such as scheduling conflicts, delayed

responses, and inefficiencies in managing client bookings and communications.

The study addressed the following objectives: (1) to determine the manual

appointment process of Skill Bridge, (2) to identify the features of the proposed system in
 94

terms of functional and non-functional requirements, and (3) to test the acceptability of

the proposed system.

The study employed the Agile Scrum methodology, a flexible and iterative

development approach that emphasized collaboration and responsiveness to changes.

This methodology enabled the development team to efficiently deliver a functional

system by dividing the project into manageable sprints, incorporating feedback from

stakeholders, and ensuring alignment with user needs.

The developers assessed the manual scheduling workflow and identified several

critical issues, including time-consuming processes, human errors, and a lack of

automated notifications. To address these challenges, the study introduced an automated

appointment booking system tailored for Skill Bridge. The system integrated

functionalities such as real-time scheduling, automated notifications, a user-friendly

interface, and tools for managing client bookings effectively.

To evaluate the system, a survey was conducted focusing on six key aspects:

suitability for the task, self-descriptiveness, controllability, conformity with user

expectations, error tolerance, and accessibility. The results indicated that the system was

highly acceptable across all criteria, with all categories receiving a descriptive rating of

"Strongly Acceptable." Suitability for the task received a weighted mean of 4.21,

highlighting the system's ability to efficiently support booking tasks. Self-descriptiveness

scored the highest at 4.42, demonstrating the system's ease of use and intuitive design.

Controllability was also rated at 4.21, reflecting users' ability to navigate and manage

actions seamlessly. Conformity with user expectations achieved a weighted mean of 4.32,

indicating that the system's design aligned well with user preferences and industry
 95

standards. Error tolerance and accessibility received scores of 4.30 and 4.46, respectively,

emphasizing the system's ability to handle errors gracefully and its inclusivity for diverse

users.

In summary, the overall average weighted mean of 4.32 confirmed that Skill

Bridge: An Appointment Booking System for a Digital Marketing Agency was highly

effective and acceptable. It addressed key acceptability and functionality criteria,

demonstrating its capability to meet user needs and significantly enhance the scheduling

workflow for the digital marketing agency. These results aligned with the usability

principles outlined in ISO 9241-210:2019, validating the system's strong performance

across all evaluated aspects.

5.2 Conclusions

The Skill Bridge: An Appointment Booking System for a Digital Marketing

Agency provided a comprehensive solution to enhance the efficiency of appointment

scheduling, reduce administrative burdens, and improve client satisfaction. By integrating

features such as real-time scheduling, automated notifications, and streamlined user

management, the system effectively addressed the challenges of manual appointment

booking. Its functionality aligned with the specified functional and non-functional

requirements, ensuring seamless booking management and enhancing overall operational

efficiency.

The Skill Bridge system proved to be a valuable asset for the digital marketing

agency, demonstrating the business's commitment to adopting innovative technologies

for operational excellence. By automating time-consuming tasks, minimizing human

errors, and improving communication between clients and administrators, the system
 96

significantly optimized the agency's scheduling processes. Tailored to the unique needs of

Skill Bridge, the system served as a model for addressing similar challenges in service-

oriented industries, reinforcing the agency’s reputation for efficiency and client-centric

solutions.

The developers concluded that the study's objectives were successfully achieved

through the implementation of the Skill Bridge system. By employing the Agile Scrum

methodology, the development process effectively addressed the demands for

adaptability, iterative improvements, and stakeholder collaboration. This approach

ensured the final product closely met user requirements and expectations. Through this

systematic development process, the Skill Bridge Appointment Booking System

delivered an effective, scalable, and user-friendly solution that enhanced the agency's

operational capabilities and client satisfaction.

5.3 Recommendations

Based on the findings and conclusions of this study, the following

recommendations are proposed to further enhance the Skill Bridge: An Appointment

Booking System for a Digital Marketing Agency and ensure its long-term effectiveness:

1. Future developers should make sure the system works well on mobile devices and

is easy to use on smartphones. This will allow clients and administrators to access

booking features conveniently, especially for those who prefer scheduling

appointments on their phones.

2. Future developers should focus on making the system capable of handling more

users and data as the agency grows. Improvements should ensure the system runs

smoothly even with a larger client base and increased activity.

 97

3. Future developers should improve system security by adding features like two-

factor authentication (verifying user identity), role-based access (giving different

permissions to different users), and regular security checks. These updates will

help protect sensitive data and keep the system safe from potential risks.

BIBLIOGRAPHY

References

Gao, P., et al. (2024). "Waste-to-energy poly-generation scheme for hydrogen/freshwater

production." ScienceDirect.

https://www.sciencedirect.com/science/article/pii/S0957582024004749?

dgcid=rss_sd_all

Ignacio, C., & Punzalan, D. L. (2023, May 10). INCOURT: a Web-Based Court

Reservation and Scheduling Application for Barangay Kalaklan, Olongapo City

Using Progressive Web Framework.

https://easychair.org/publications/preprint/TsdT

Berdin, M. J. A., Agostilo, J. E., Descartin, J. A., Estomo, M. G., & Nodalo, C. N. L.

(2022). A Centralized Document Processing and Support System (CeDoPSS) for

Philippine Registered Vessels. Innovatus: A Journal on Computing Technology

Innovations, 5(2), 14–16. https://doi.org/10.5281/zenodo.7269129

Aravamudhan, Varadaraj & Alwadi, Belal. (2021). A Study on Contribution of Digital

Human Resource Management towards Organizational Performance. THE

 98

INTERNATIONAL JOURNAL OF MANAGEMENT SCIENCE AND

BUSINESS ADMINISTRATION. 7. 43-51. 10.18775/ijmsba.1849-5664-

5419.2014.75.1004.

De Guzman, M.R.Q., et al. (2021). Online Scheduling System for Doctors and Patients in

a Hospital. https://ieomsociety.org/proceedings/2021monterrey/277.pdf

Schauerte, Ricarda & Feiereisen, Stephanie & Malter, Alan. (2021). What does it take to

survive in a digital world? Resource-based theory and strategic change in the TV

industry. Journal of Cultural Economics. 45. 10.1007/s10824-020-09389-x.

Sekhon, M., Cartwright, M., Lawes-Wickwar, S., McBain, H., Ezra, D., Newman, S., &

Francis, J. J. (2021). Does prospective acceptability of an intervention influence

refusal to participate in a randomised controlled trial? An interview study.

Contemporary Clinical Trials Communications, 21, 100698.

https://doi.org/10.1016/j.conctc.2021.100698

BMC Health Services Research. (2019). "The role of appointments in managing business

interactions with clients, stakeholders, and internal teams." BMC Health Services

Research. https://bmchealthservres.biomedcentral.com/

Church, N. J. (2019). Competing for Tomorrow’s Customers: A View from the Future.

Mercados Y Negocios, (39), 5–30. https://doi.org/10.32870/myn.v0i39.7360

Fedorova, A., Zarubina, A., & Pikulina, Y. (2019). Digitalization of the human resource

management: Russian companies case. https://www.ocerints.org/socioint19_e-

publication/abstracts/papers/713.pdf

Mohan, R. (2019). The Chatbot revolution and the Indian HR professionals.

ResearchGate.
 99

https://www.researchgate.net/publication/337783419_The_Chatbot_revolution_an

d_the_Indian_HR_professionals

Hoffer, J. A., Ramesh, V., & Topi, H. (2016). Modern Database Management (12th ed.).

Pearson.

https://www.pearsonhighered.com/assets/preface/0/1/3/4/0134792270.pdf

Systems Analysis and Design: An Object-Oriented Approach with UML, 6th Edition.

(n.d.). Wiley.com. https://www.wiley.com/en-us/Systems+Analysis+and+Design

%3A+An+Object-Oriented+Approach+with+UML%2C+6th+Edition-p-

9781119561217
 100

APPENDIX A
LETTER OF REQUEST TO CONDUCT THE STUDY
 101

APPENDIX B

MEMORANDUM OF AGREEMENT
102
103
 104

APPENDIX C

QUESTIONNAIRE
105
106
 107

APPENDIX D

GANTT CHART
 108

APPENDIX E

CERTIFICATE OF DEPLOYMENT
 109

CURRICULUM VITAE

NAME : ARABELLA GRACE J. CANCINO

AGE : 21 years old
ADDRESS : Brgy. Matagdem, San Carlos City, Pangasinan
CONTACT NO. : 09260127147
EMAIL ADDRESS : [email protected]
BIRTHDAY : June 24, 2003
RELIGION : Roman Catholic

EDUCATIONAL BACKGROUND
TERTIARY : Bachelor of Science in Information Technology
Pangasinan State University, San Carlos Campus
Roxas Blvd. San Carlos City, Pangasinan
2021–2025
SECONDARY : Virgen Milagrosa University Foundation
Dr. Martin P. Posadas Avenue, San Carlos City,
Pang.
2019–2021

Doyong National High School

Doyong, San Carlos City, Pangasinan
2015–2019

PRIMARY : Doyong Elementary School

Doyong, San Carlos City, Pangasinan
2009–2015
 110

CURRICULUM VITAE

NAME : ERICSON U. PALISOC

AGE : 21 years old
ADDRESS : Brgy. Dalanguiring, Urbiztondo, Pangasinan
CONTACT NO. : 09158033565
EMAIL ADDRESS : [email protected]
BIRTHDAY : January 13, 2003
RELIGION : Roman Catholic

EDUCATIONAL BACKGROUND
TERTIARY : Bachelor of Science in Information Technology
Pangasinan State University, San Carlos Campus
Roxas Blvd. San Carlos City, Pangasinan
2021–2025
SECONDARY : Dalanguiring Integrated School
Dalanguiring, Urbiztondo, Pangasinan
2015–2021

PRIMARY : Dalanguiring Integrated School

Dalanguiring, Urbiztondo, Pangasinan
2009–2015
 111

CURRICULUM VITAE

NAME : MARIA LUISA V. SORIANO

AGE : 21 years old
ADDRESS : Brgy. Dalanguiring, Urbiztondo, Pangasinan
CONTACT NO. : 09951707403
EMAIL ADDRESS : [email protected]
BIRTHDAY : February 10, 2003
RELIGION : Roman Catholic

EDUCATIONAL BACKGROUND
TERTIARY : Bachelor of Science in Information Technology
Pangasinan State University, San Carlos Campus
Roxas Blvd. San Carlos City, Pangasinan
2021–2025
SECONDARY : Dalanguiring Integrated School
Dalanguiring, Urbiztondo, Pangasinan
2015–2021

PRIMARY : Dalanguiring Integrated School

Dalanguiring, Urbiztondo, Pangasinan
2009–2015