A participatory design for a billing system: A South African case study of a community based telephony system

This paper describes the role participatory design can play in developing and implementing an information and communication technology for development project in a rural area. It shows how the process of co-designing an artifact can reflect and shape social development. A case study was conducted in the Mankosi Community in the Eastern Cape with the aim of designing and implementing a billing system for an existing community-owned telephony system, by accommodating the community's requirements. Relevant criteria had to be considered for this telephony system based on voice over Internet Protocol with the possibility of 'break-out' calls to external networks. Different payment modalities were explored that would allow for a transparent method of both collecting money and applying the collected funds to achieve the project's sustainability. A participative methodology with future users and operators of the network---using scenarios and prototypes to illustrate the implementation---informed the design of the billing system. Data was collected by means of unstructured interviews and focus group discussions. Qualitative data was analyzed using a qualitative content analysis tool. The community indicated that a billing system, based on both vouchers and prepaid service, would satisfy their needs.