The document describes the development of a web-based dispute resolution application that allows users to file complaints against retailers and service providers in a user-friendly environment. The application features a global industry directory, a blog on customer service topics, and flexible account management, all built on a 3-tier architecture for enhanced maintainability, scalability, and reliability. Key challenges included ensuring legal compliance, user privacy, and creating a robust system capable of managing a large user base.

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Case Study
Web Based Dispute Resolution Application

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The client demanded an online dispute resolution service designed to allow parties to come together
in a neutral setting and solve problems with retailers, poor service or problems with products.
The client had requested a web-based application that will allow the end users to file a
claim/complaint against any retailer or service provider. End user will also be allowed to add other
users to help and support their claim.
The scope of the project includes:
 To provide an excellent web based solution that would be attractive, user-friendly, cost-
friendly and contains all the functionalities with an ease.
 The web based application will have a directory of industries around the world.
 It also maintains a blog which regularly publishes information on various topics related to the
customer services, handling claims etc.
 It will also allow end users to select the type of account they wish to create and handle
various payment methods.
 End-users do not need to be tech-savvy in order to use the system. User-friendly controls
like rich text editors and form fields are needed in order to manage the system as well as the
content.
 Further maintenance and update of the system needs to be an easier affair and can be made
by any asp.net developer.
Client Requirement
Project Challenges
The challenges faced by the team:
 Developing this application that could handle a large number of users smoothly.
 Implementing this system under the new architecture of Model-View-Controller
framework.
 Providing a robust framework for supporting the smooth functioning of the application
accessed by number of users simultaneously.
 Synchronizing and incorporating web usability principles while developing numerous
features designed for enhancing the users' experience.
 Ensuring user privacy and safeguarding their content and data.
 Undergoing through a lot of research to make this application legal compliant
management system and adhere to the laws of the consumer rights.
 Legal compliance.

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Technologies Used
Manpower
Planning
The following approach was decided in order to meet the client’s requirements:
 After taking all scenarios and requirements into consideration and looking at the cost factor,
the Brainvire team decided to implement Asp.Net application for allowing client to manage
content.
 A new intuitive design and site overhaul was done in order to attract its end-users by giving
them clear visibility on important areas.
Operating System &
Server Management
Windows OS, Multi-Server Architecture with Staging & Production
Environment through Version Controlling releases, Server
Optimization, Security & SSL Implementation, Scheduler for Back-ups,
Alert Monitoring System Integration, Server Performance Tuning at
regular intervals, Software Firewall Configuration & Maintenance
Development Tools &
Environments
ASP.Net, MVC, C# etc.
Database MS-SQL Database Server 2008, Report Service (SSRS), DB Clustering,
DB Optimization, Master Slave Replication, Query Optimization,
Scheduler for Backups
Project Leader 1
Developers 5
Designers 2
Quality Assurance Testers 2

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Architecture
We used a 3-tier architecture which includes Presentation Layer (PL), Business Access Layer
(BAL) and Data Access Layer (DAL).
Business Access Layer: This layer contains the business logics, validations related to data. This
layer also contains Model-View-Controller which efficiently relates the user interfaces with the
under lying data models.
Data Access Layer: This layer contains MSSQL Server Database, Tables, Stored Procedures and
so on. It also helps Business Layer to connect the data and perform required action by returning
data or manipulating data (insert, delete, update).
PL: This layer contains .asp or html where data is presented to the user and inputs are taken
from the user.
Note here that the presentation layer has no direct communication with the data access layer - it
can only talk to the business layer.
The cycle of requests and their associated responses can be shown in the form of a simple
diagram:
 The Presentation layer requires skills such as HTML, CSS and possibly JavaScript plus UI
design.
 The Business layer requires skills in a programming language so that business rules can be
processed by a computer.
 The Data Access layer requires SQL skills in the form of Data Definition Language (DDL) and
Data Manipulation Language (DML) plus database design.

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The main advantages of the 3-Tier Architecture are:
 Flexibility - By separating the business logic of an application from its presentation logic, 3-
Tier architecture makes the application much more flexible to changes.
 Maintainability - Changes to the components in one layer have no effect on any other
layers. Also, different layers require different skills (such as HTML/CSS is the presentation
layer, .net in the business layer, SQL in the data access layer) so these can be managed by
independent teams with skills in those specific areas.
 Reusability - Separating the application into multiple layers makes it easier to implement re-
usable components. A single component in the business layer, for example, may be
accessed by multiple components in the presentation layer or even by several different
presentation layers (such as desktop and the web) at the same time.
 Scalability - 3-Tier architecture allows distribution of application components across multiple
servers thus making the system much more scalable.
 Reliability - 3-Tier architecture if deployed on multiple servers, makes it easier to increase
reliability of a system by implementing multiple levels of redundancy.
Development Highlights
 The web application provided a platform for end users to create their accounts and file a
claim against the industries listed in the directory or by adding a new industry.
 End users can also select the type of account they wish to register for and make the
payment accordingly.
 The control of the website was handed over to the client for administration purposes and
regularly keeping the blog up-to-date.
 The detailed requirement gathering was done that helped setting up a well-designed system
with all the modules integrated into it along with the control over user access.
 The web usability guidelines were strictly followed during development and the interface
was made easily navigable through judicious use of AJAX, CSS and HTML controls.
 The application was made with a responsive layout which worked well on tablets and smart
phones and other handheld devices.