Repair and maintenance requirements limit the successful operation of rural infrastructure. Current best practices are centralized management, which requires travel from urban areas and is prohibitively expensive, or intensively training community members, which limits scaling. We explore an alternative model: crowdsourcing repair from the community. Leveraging a Community Cellular Network in the remote Philippines, we sent SMS to all active network subscribers (n = 63) requesting technical support. From the pool of physical respondents, we explored their ability to repair through mock failures and conducted semi-structured interviews about their experiences with repair. We learned that community members would be eager to practice repair if allowed, would network to recruit more expertise, and seemingly have the collective capacity to resolve some common failures. They are most successful when repairs map directly to their lived experiences. We suggest infrastructure design considerations that could make repairs more tractable and argue for an inclusive approach.

It can be very challenging to get an accurate understanding of mobile phone usage because of the difficulty of observing phone activity in a natural setting. We describe a retrospective methodology where participants review visualizations of their logged activity in an interview setting, and our lessons learned in applying this methodology in a study of user goals and journeys on mobile devices across apps.