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In my previous post on Nokia’s research on mobile phone use at the bottom of the pyramid, I talked about the practice of sharing mobile phones and the challenges in designing a user interface for illiterate mobile phone users.

In this post, I’ll talk about the informal service infrastructure that supports mobile phone use at the bottom of the pyramid.

Here, Jan Chipchase documents informal repair cultures in the developing world and asks –

What can we learn from informal repair cultures? Aside from the benefits, what are the risks for consumers and for companies whose products are repaired, refurbished and resold? Given the benefit to (bottom of the pyramid) consumers are there elements of the repair ecosystem that can be exported to other cultures? Can the same skills be applied to other parts of the value chain? And, given the range of resources and skills available what would it take to turn cultures of repair into cultures of innovation?

Here, Jan Chipchase and Duncan Burns explore street hacks for mobile phones (an update of the informal repair culture presentation) –

Here, Stuart Henshall (not from Nokia) shares his experience in buying a ‘China phone’ at Mumbai’s Manish Market.

The cost of a repaired/ refurbished phone in the gray/ black market is often less than a third of the original handset. The informal repair culture is often convenient, efficient, fast and cheap, especially for poor customers who often don’t have warranty. Together, they reduces both the initial cost of acquisition and the total cost of ownership and increase the lifetime of products, making them accessible to bottom of the pyramid customers. Not only that, these vendors often offer value add services like unlocking phones, installing pirated software, and uploading songs, extending the use cases of these low cost phones.

Here, Jan Chipchase and Indri Tulusan talk about street battery charging services in Uganda that enable residents without regular access to mains power to keep their mobile phone’s charged. It’s another example of how electricity is the bottleneck for mobile use in emerging Asia and Africa.

Finally, Jan Chipchase, Indri Tulusan and Lokesh Bitra deep dive into the practice of community address books maintained by phone kiosk owner to record the phone numbers used by their customers, a study that links back to their research on shared phone use.

In another post, I’ll talk about how all this fits into Homegrown (slides), Nokia’s umbrella project that includes Nokia Remade (phones made from recycled material), Zero Waste, People First, Everyone Connected, and, perhaps, even the Five Dollar Comparison (slides).

In yet another post, I’ll write about the importance of Nokia Life Tools, Nokia’s collaboration with Reuters Market Light and Idea Cellular to bring critical information to rural phone users in India (see Ken Banks, Ashish Sinha and Kiruba Shankar).

Related posts:

1. Nokia Research on Mobile Phone Usage at the Bottom of the Pyramid (Part 1)
2. LIRNEasia Study on Teleuse at the Bottom of the Pyramid
3. Nokia Open Studio: Nokia Asks Slum Residents to Design Their Ideal Future Mobile Phones
4. Will RBI’s Guidelines for Mobile Banking Transactions in India Help the Unbanked at the Bottom of the Pyramid?
5. How Can the Nokia Blogger Review Program Become Even Better?