Neat
2017-2023, Hong Kong
Built a payments platform to enable the entrepreneur economy.
Overview
Neat is a modern alternative to a bank, built to serve under-banked SMEs in Asia. To enable entrepreneurs to manage their business finances seamlessly - whenever they are in the world. I was the first design hire in 2017. My role as a design lead was to create a trusted brand that delivered an intuitive end-to-end customer-first experience, and put systems and processes in place as the team grew, product evolved and the organisation matured.
Product
I led the product design team and sat on the senior strategy team to bring feature ideas to life, across Neat’s web & mobile apps (iOS & Android) and our internal back office tool. Focused on delivering a consistent omni-channel experience.
We collaborated closely with product owners and our talented team of engineers to optimise workflows and ship features on time; critical in supporting payments to 150+ countries.
Brand
In a market saturated with traditional banks, it was paramount to build a brand that small businesses could trust with their money, and manage their cash flow efficiently.
I art directed our marketing properties, from neatcommerce.com and social content to our community events. Any opportunity to interact with our customers was a design opportunity for the brand. Later, I created the Tone of Voice guide to give all departments a helping hand on how we should communicate to our customers.
Research & Testing
Building a product from zero-to-one to an ecosystem serving 5000+ businesses, it was vital to remain close to our customers and build features with their needs in mind.
As with any start-ups with limited bandwidth and budget, we couldn’t afford brilliant UX software; we found alternate ways to embed testing and validation into our practice and demonstrated the importance of research to the business.
Kind Words
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Jackie is a very creative, multi-cultural and business-minded individual who is a true team player. Whilst growing her international managerial responsibilities, she continued to be relentless at being clear about the product's “why”.
David Rosa
Co-founder & CEO, Neat -
As a creative, Jackie is quick, enthusiastic and innovative. As a leader in design teams and company management, Jackie is collaborative and open-minded, giving space to her team to conceptualize.
Josie Ng
Former Principal Product Designer, Neat -
Jackie possesses a winning combination of solid tech skills and business sense. She had the vision to understand the value-added proposition of what we were building and the passion to turn that into a competitive advantage for Neat.
Max Del Vita
Former Head of Product, Neat