Apparel & merch

Improving Customer Journey for Faster Printing and Design Uploads

Panda Print, a leading online printing and stationery shop in Brussels, offers a diverse range of print products including business cards, flyers, posters, and custom merchandise. With over 30 years of experience, the company focuses on providing express and same-day printing services, making it an essential partner for local businesses needing quick turnaround times. CMSMART played a pivotal role in transforming Panda Print's online presence by enhancing their ordering journey. This involved streamlining the product discovery process, making it easier for customers to find and select services. The improved system facilitated seamless configuration of products, straightforward artwork submission, and a user-friendly online design experience. By optimizing the catalog structure and reducing friction in the purchasing process, CMSMART enabled Panda Print to better serve its customers while maintaining efficiency.

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Improving Customer Journey for Faster Printing and Design Uploads - project preview

The challenge

Context

Panda Print operates as a commercial printing company and online print shop, specializing in offering a wide variety of printed materials including business cards, flyers, posters, banners, and stationery. With a physical location in Brussels, the company provides valuable express and same-day printing services, appealing to businesses and individuals with time-sensitive needs. As new competitors entered the market, Panda Print recognized the necessity to enhance its online ordering experience to maintain its leadership position and improve customer satisfaction.

Goals

The primary objective was to optimize the digital customer journey, making it easy for users to navigate through various printing options and complete their purchases efficiently. Key goals included: enhancing product discoverability, simplifying the artwork upload process, enabling online design capabilities, and strengthening the overall user experience during ordering.

The solution

Solution Overview

CMSMART provided a comprehensive solution to improve Panda Print’s online ordering system. A tailored redesign of their website was implemented, emphasizing clearer product categories and enhancing navigational flow. The platform was equipped with user-friendly features allowing customers to easily select products, configure options, and upload their artwork directly on the website.

Implementation Approach

The implementation involved assessing the current user interface, gathering feedback from customers, and iterating the design to enhance usability. Following the analysis, CMSMART executed phases that included redesigning the website layout, implementing new features for product configuration, and enhancing the artwork submission process.

What was built

  • Online Ordering: An intuitive interface allowing users to select and order from various categories effortlessly.
  • Product Configuration: The capability for customers to choose materials, sizes, and quantities swiftly.
  • Artwork Upload: A seamless upload system for customers to submit their designs quickly and efficiently.
  • Online Design Option: Interactive tools that permit customers to create and modify designs before purchase.
  • Clearer Categories: Improved catalog structure that facilitates easier navigation through products and services.
  • Improved Customer Flow: A refined checkout process minimizing steps and optimizing the order completion timeline.

How it fits the order workflow

The optimized ordering system fits seamlessly into Panda Print's operations, allowing for quick transition from quotation to proof approval, production, and final order fulfillment. By removing complexities from the customer journey, Panda Print can now provide faster service while increasing efficiency in handling print orders.

Outcome

The transformation resulted in a more engaging online experience for customers, reducing barriers to service discovery and product selection. Customers now enjoy a streamlined process from product selection to order fulfillment, which includes reviewing proofs and tracking orders with clarity. The improvements made by CMSMART not only enhanced user satisfaction but also ensured that Panda Print remained competitive within the rapidly evolving printing market.

What the workflow covers

  • Faster product discovery

    Customers find the right print service quicker through clearer categories and a more intuitive browsing flow across visual identity, large-format, stickers, and promotional items.

  • Smoother configuration experience

    Reduces confusion when selecting size, material, quantity, and turnaround options, helping customers place correct orders the first time.

  • Cleaner artwork handoff

    Standardizes how customers submit print files so your team receives what’s needed without repeated follow-ups or missing attachments.

  • Better readiness for express orders

    Supports time-sensitive flows by removing delays around ordering steps, making it easier to meet urgent production and pickup expectations.

  • Reduced manual back-and-forth

    Fewer emails and clarification messages thanks to consistent steps for selecting options, uploading artwork, and confirming order details.

  • Improved customer confidence

    A clearer journey—especially around file submission and design—helps buyers feel confident, reducing cart abandonment and last-minute changes.

  • More consistent operations

    Creates repeatable order handling habits across your team, leading to fewer mistakes and a steadier production pipeline as volume grows.

  • Scales across many product lines

    Works well for shops selling everything from business cards and brochures to banners, panels, and photo products—without breaking the customer experience.

What clients say

Ordering feels much more straightforward

Customers can quickly find the right product category and move through options without getting stuck. It reduced the number of incomplete orders we had to chase.
dj2oon

Artwork submission is clearer for customers

The upload step is easier to understand, so we receive fewer wrong versions and fewer missing files. That helps us start production faster.
EMTEmpress

Better flow for urgent printing

For express and short-deadline orders, the journey is cleaner and less error-prone. It supports faster turnaround without adding workload for the team.
kontra040

Catalog organization improved

The way products are grouped and presented makes more sense to new buyers. People spend less time searching and more time completing checkout.
guysagne

Great foundation, needs final tailoring

The overall journey is strong, but every print shop has unique option sets and file rules. After minor adjustments, it fit our process very well.
gingeralfie

Questions about this project

It’s ideal for print shops and stationery retailers that sell multiple print categories online and need a smoother order journey—especially where customers must configure options and upload artwork. A paid plan is recommended if you run high-volume or express orders and want monitoring and priority help.

Yes—this setup is designed to support urgent turnaround by keeping steps clear and minimizing delays around files and confirmations. If your business relies on tight deadlines, consider Pro for stability, alerts, and faster support.

It focuses on making product discovery clearer, simplifying product configuration, and reducing friction in artwork submission and checkout so customers complete orders faster. For more advanced routing and reliability features, a Pro plan is the safer choice.

You can align the workflow with your file rules (accepted formats, basic checks, and reminders). For deeper validation and fewer failed handoffs during busy periods, Pro users typically get better ongoing reliability and assistance.

Yes—this workflow supports a user-friendly online design path alongside classic file upload, so customers can create or adjust designs before purchase. If you want a more robust, hands-free setup, a paid plan is recommended.

Yes—order steps and customer messages can reflect delivery versus pickup, helping customers know what to expect and when. If you want automated, always-on notifications, Pro is the best fit.

By standardizing how options are selected, how files are submitted, and how orders move through checkpoints, it reduces missing info, wrong specs, and repeated customer follow-ups. Pro plans help keep things running smoothly with monitoring.

It can be configured to present clearer categories and a cleaner navigation flow, without changing your actual product offering. If you need a tailored catalog structure across many categories, Pro support can speed up implementation.

Most businesses can run it with light setup and clear internal ownership of product rules and file guidelines. If you want a guided setup and fewer operational headaches, upgrade to Pro for priority support.

With free usage, troubleshooting is self-managed. A paid plan is recommended for monitoring, faster issue resolution, and priority support—especially if orders are time-sensitive and rely on quick file turnaround.

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