This is a fun article, and I’m still reading it, but my immediate thoughts are that 1) self-serve is a relatively new thing enabled by tech. 2) even in 2020 t

This is a fun article, and I’m still reading it, but my immediate thoughts are that 1) self-serve is a relatively new thing enabled by tech. 2) even in 2020 there are still clusters of people who aren’t great at using computers, smart-phones, and apps and prefer doing things in person or on the phone; yeah, you have some older people in there, but there are young people who still do things the old way, because they never had an interest in technology or just don’t know about other options. 3) Health-care and banking aren’t the only industries that don’t have slick self-service portals like Stripe. I’d argue the opposite; only companies built after the advent of recent web tech usually offer that, many of them, in fact, are tech companies. Think about United Health, this company employs some 300,000 persons. CEOs at both United and Aetna are paid around $20M annual comp. Why does an insurance company need 300k employees? Google itself apparently has around 100k - and they do much more than just pushing paper. Why are these guys paid so much? To resist change perhaps, embrace too big to fail culture, and keep their 300,000 employees employed? If private industry can seem this wasteful and inefficient, I don’t even want to know about the dark corners of government where people are paid to sit at desks and make photocopies on 30 year old Xerox machines everyday.