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:

• Patrick’s Bits about Money essay, Seeing like a bank: https://www.bitsaboutmoney.com/archive/seeing-like-a-bank/

–

Timestamps:

(00:00) Intro

(03:52) Recordkeeping systems

(10:02) Sponsor: Safebase

(11:55) Human accountability and its malcontents

(23:02) Two embedded surprises about bank staffing

(27:51) Society has goals which conflict with banks being good at banking

(30:57) So what can be done about this?