Service Blueprinting for a Transformative Real Estate Service Ecosystem: Zenga

Zenga.hu evolved from a property listing site into one of Hungary’s top real-estate platforms, featuring ~150,000 listingsand over 1 million monthly visits. I supported cross-functional team—product, legal, UX, marketing, finance, IT, and customer support—in structured workshops to define a full service blueprint. We mapped existing ideas and identified gaps, responsibilities, blockers, and user flows from property search through transaction to post-sales. The result: a scalable real-estate ecosystem rather than a simple listings portal.

• Co-development workshops with diverse disciplines

• Ideation & gap analysis on current service concepts

• End‑to‑end service blueprinting across frontstage and backstage

• Ownership matrix aligning roles and responsibilities

• Led the end-to-end design and delivery of high-impact strategic co-creation workshops — from scoping and stakeholder curation to content design, facilitation, and synthesis of insights.

• Ensured workshop outcomes directly translated into service and strategic design directions

• Aligned legal, product, marketing, finance, and tech teams around shared service goals and actionable decisions

• A robust service blueprint detailing user, partner, and internal flows

• Clear responsibilities and governance for every customer journey stage

• Enabled early prototyping and feature validation for ecosystem modules

• Positioned the platform for growth and cross-sell by transforming it into a comprehensive real-estate platform

Zenga.hu has rapidly become one of Hungary’s leading real estate platforms, attracting approximately 2.8 million monthly visits and listing around 150,000 properties — consistently ranking among the country’s top five in the real estate category. Its strategic integration enables OTP Bank to deliver end-to-end housing services — from search to move-in — reinforcing market leadership and unlocking new cross-service value streams. Performance attribution to mortgage uptake or service experience impact remains internally measured and is not publicly disclosed.

Working on Zenga highlighted the catalytic role of service design in enabling cross-functional transformation. Acting as a mediator between user, business, tech, legal, and product domains, I facilitated alignment around a shared end-to-end journey vision. Through co-creation and structured blueprinting, we translated fragmented ideas into a cohesive service system. This project reinforced for me that impactful service design bridges perspectives, creates shared ownership, and lays the groundwork for scalable implementation—turning ambition into actionable reality.