Search a title or topic

Over 20 million podcasts, powered by 

Player FM logo
Artwork

Content provided by Patrick McKenzie. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Patrick McKenzie or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://podcastplayer.com/legal.
Player FM - Podcast App
Go offline with the Player FM app!

How banks actually work (and don't work)

34:59
 
Share
 

Manage episode 500155544 series 3585666
Content provided by Patrick McKenzie. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Patrick McKenzie or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://podcastplayer.com/legal.

In this solo episode, Patrick McKenzie reads his classic essay "Seeing Like a Bank," exploring why financial institutions often appear to have no memory of previous customer interactions despite being excellent at tracking money itself. He breaks down the complex web of legacy systems, tiered support structures, and regulatory constraints that create Kafka-esque experiences for bank customers. Using the lens of institutional legibility borrowed from "Seeing Like a State," Patrick explains how banks' technical architecture and organizational design choices—from core processing systems to customer service tiers—systematically generate the dysfunction that customers experience when things go wrong.

Full transcript available here:
www.complexsystemspodcast.com/how-banks-actually-work/

Recommended in this episode:

Timestamps:

(00:00) Intro
(03:52) Recordkeeping systems
(10:20) Sponsor: Safebase
(11:50) Human accountability and its malcontents
(22:57) Two embedded surprises about bank staffing
(27:47) Society has goals which conflict with banks being good at banking
(30:52) So what can be done about this?

  continue reading

63 episodes

Artwork
iconShare
 
Manage episode 500155544 series 3585666
Content provided by Patrick McKenzie. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Patrick McKenzie or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://podcastplayer.com/legal.

In this solo episode, Patrick McKenzie reads his classic essay "Seeing Like a Bank," exploring why financial institutions often appear to have no memory of previous customer interactions despite being excellent at tracking money itself. He breaks down the complex web of legacy systems, tiered support structures, and regulatory constraints that create Kafka-esque experiences for bank customers. Using the lens of institutional legibility borrowed from "Seeing Like a State," Patrick explains how banks' technical architecture and organizational design choices—from core processing systems to customer service tiers—systematically generate the dysfunction that customers experience when things go wrong.

Full transcript available here:
www.complexsystemspodcast.com/how-banks-actually-work/

Recommended in this episode:

Timestamps:

(00:00) Intro
(03:52) Recordkeeping systems
(10:20) Sponsor: Safebase
(11:50) Human accountability and its malcontents
(22:57) Two embedded surprises about bank staffing
(27:47) Society has goals which conflict with banks being good at banking
(30:52) So what can be done about this?

  continue reading

63 episodes

All episodes

×
 
Loading …

Welcome to Player FM!

Player FM is scanning the web for high-quality podcasts for you to enjoy right now. It's the best podcast app and works on Android, iPhone, and the web. Signup to sync subscriptions across devices.

 

Copyright 2025 | Privacy Policy | Terms of Service | | Copyright
Listen to this show while you explore
Play