Improving E-Commerce Accessibility and User Experience for a Leading Digital Agency

Exove, a leading digital agency in Finland, specializes in service design, software development, and e-commerce solutions. With a focus on removing digital friction, they provide user-centered services that enhance customer interactions. CMSMART played a pivotal role in improving Exove's online presence and ordering experience. By enhancing the catalog structure, facilitating easier service discovery, and improving the workflow for service inquiries, CMSMART helped streamline the ordering process and highlighted Exove's diverse offerings more effectively. As a result, Exove can now better showcase their services, providing customers with a fluid and engaging online experience.

The challenge

Understanding the Business Context

Exove, a prestigious digital agency in Finland, delivers a range of services from e-commerce development to UX/UI design, focusing on user-centered solutions that alleviate digital frustrations. With a mission to streamline and enhance the digital experience for clients and end-users alike, they emphasize accessibility and sustainability in their offerings. Facing challenges in clearly presenting their extensive service catalog and facilitating seamless customer interaction, Exove sought to refine their online presence.

Defining Project Goals

The primary goals were to enhance the discoverability of Exove's diverse services, streamline the customer journey for ordering, and provide clarity in service offerings. This would not only empower customers to easily navigate their options but also allow Exove to effectively showcase their unique value proposition within the competitive digital services landscape.

The solution

CMSMART's Comprehensive Solution

CMSMART collaborated closely with Exove to revamp their online ordering system and service showcase. By focusing on key areas such as:

Improved catalog structure for better service visibility
Streamlined workflows for customer inquiries and order submissions
Enhanced online ordering platform with configurability options
Facilitating artwork submissions and online design capabilities
Clear categorization of services to assist in service discovery

Implementation Approach

The implementation involved several phases, beginning with an in-depth analysis of Exove’s existing online structure. CMSMART worked to design a more intuitive user interface that prioritizes accessibility and ease of navigation. By enhancing the online catalog, Exove can now present their services in logical categories that align with customer needs, thereby reducing confusion during the ordering process.

How it fits the order workflow

The refined ordering workflow allows Exove to maintain a customer's flow from inquiry through to fulfillment seamlessly. By prioritizing customer experience through improved service visibility and easy navigation, CMSMART has empowered Exove to continue their mission of defrustating the digital landscape while supporting a rigorous framework for online interactions.

Outcome

As a result of the enhancements, Exove has experienced significant improvements in customer engagement and service visibility. Customers now enjoy a clearer path to discover and utilize the agency's services, contributing to a reduction in friction during the order placement process. With an optimized system in place, Exove is well-positioned to lead in delivering accessible, user-centered digital solutions.

What the workflow covers

Clearer service discovery

Organize offerings into logical categories so customers can find the right service faster and move forward with confidence.

Smoother inquiry-to-order flow

Standardizes steps from first request to internal handling, reducing friction and keeping the process consistent across teams.

Fewer manual handoffs

Automatically directs requests to the right owner, cutting down on forwarding messages and internal back-and-forth.

More reliable admin handling

Adds guardrails to reduce operational issues when order-related information changes, helping your team keep the back office stable.

Consistent customer communication

Sends confirmations and follow-ups so customers aren’t left wondering what happens next, reducing support pressure.

Better visibility for operations

Creates a cleaner trail of requests and outcomes, making it easier to review what’s pending and what’s completed.

Improved experience for accessibility-minded brands

Supports clearer steps and structured information, aligning with accessibility-focused customer experiences and inclusive service delivery.

Scales with continuous improvement

Makes it easier to iterate on categories, messaging, and routing as your service catalog evolves and customer expectations change.

What clients say

Reduced internal back-and-forth

Requests now land with the correct team from the start. It removed a lot of manual forwarding and made our responses more consistent.

Chinmay Mishra

Much easier for customers to find the right service

After organizing and routing requests more consistently, our service catalog feels clearer and customers reach the right starting point without extra guidance.

Anthony DeGazon

Helped us keep the admin side more stable

We added simple checks and alerts for missing order-related details. That prevented small issues from turning into bigger operational interruptions.

Gerald Bailey

Improved customer confidence with quick confirmations

Automatic confirmations set expectations immediately. Customers seem more comfortable submitting requests because they know we received them.

mikemig

Strong foundation, needed light tailoring

The template gave us a solid baseline. We still had to adjust categories and messaging to match our services, but the end result was worth it.

D.Burns

Questions about this project

It’s built for digital agencies and e-commerce teams that sell services or structured offerings online and want clearer service discovery, smoother inquiries, and consistent customer follow-ups. A paid plan is recommended if you want monitoring and priority help.

It reduces manual sorting of inquiries, avoids missed requests, and keeps customers updated while your team focuses on delivery. It also helps keep catalog/service categories consistent so people can find what they need faster.

It encourages structured information, consistent steps, and fewer confusing paths (like unclear categories or missing follow-ups). For stricter requirements and ongoing checks, consider a paid plan with stability features.

Not necessarily. Many teams start by connecting existing inquiry forms and ordering steps, then improve labels and categories over time. If you want a more tailored customer journey, a paid plan can support deeper refinement.

Yes, you can enable confirmation messages for new inquiries and requests, and optionally send status updates when your team starts processing. If you need branded templates and advanced rules, a paid plan helps.

Yes. You can route based on service category, form selection, or other details so each request lands with the correct team. Paid plans are useful when you need complex routing and audit trails.

Have your service categories, inquiry fields, and internal handling steps ready (who receives what, and when customers should be updated). If you want faster onboarding, a paid plan includes stronger setup support.

The workflow can be configured to add basic checks, flag the issue, and notify the right person instead of breaking internal handling. For best reliability and faster troubleshooting, use a paid plan.

Yes. It works well for service catalogs where customers need guidance, clear categories, and a straightforward way to request a quote or start an order. You can adapt fields to match your service packages.

Track fewer dropped inquiries, faster response time, and more consistent handoffs. You can also monitor which categories drive the most requests to improve service discovery. Paid plans can support deeper reporting.

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Improving E-Commerce Accessibility and User Experience for a Leading Digital Agency

The challenge

Understanding the Business Context

Defining Project Goals

The solution

CMSMART's Comprehensive Solution

Implementation Approach

How it fits the order workflow

Outcome

What the workflow covers

What clients say

Questions about this project

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