Corporate & B2B portals

Enhancing User Experience for Web-to-Print Solutions in the UK

FN Market is a leading online provider of personalised print and design solutions, offering a broad range of products such as business cards, flyers, banners, and more. With over 20 years in the industry, they focus on delivering high-quality materials quickly and affordably. Their customer journey begins with selecting a product, configuring options through an intuitive online design editor, and uploading artwork for approval. CMSMART partnered with FN Market to refine their online ordering and portfolio presentation, culminating in improved customer flow, better service discoverability, and a seamless ordering experience. By enhancing the catalog structure and simplifying the design upload process, FN Market now offers an efficient way for customers to access their services and receive print-ready proofs, ensuring satisfaction and engagement.

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Enhancing User Experience for Web-to-Print Solutions in the UK - project preview

The challenge

Context and Challenges

FN Market specializes in providing a wide array of personalised products through an online platform, catering primarily to businesses and individuals seeking high-quality print solutions. Their offerings include business cards, promotional flyers, outdoor signage, and custom apparel. However, the existing customer journey faced challenges in terms of clarity in navigating services and a streamlined ordering process.

Goals

The primary objective was to create a more user-friendly online experience that highlights FN Market's extensive product range while simplifying the ordering and design processes. Enhancing the overall accessibility and flow of the website would significantly benefit customer engagement and satisfaction.

The solution

Solution Overview

CMSMART worked closely with FN Market to improve their online presence and user interactions. The focus was on creating a more structured catalog that makes navigation intuitive, alongside enhancing the online design editor for user convenience.

Implementation Approach

The collaboration involved several phases, starting with thorough analysis to identify user pain points. Following this, a revamped website structure was implemented, allowing for clearer service pathways and checkout processes. The online design editor was upgraded to provide users with an easier means to create and upload designs.

What was built

  • Enhanced online ordering interface that allows clear product configuration choices.
  • Streamlined artwork submission process through an intuitive upload feature.
  • Integration of an improved online design option, facilitating real-time edits before print.
  • Well-organized product categories that drive service discovery and user engagement.
  • Efficient workflow from quote generation, through proof approval, production, and fulfillment.

How it fits the order workflow

With the new system in place, the client workflow now includes a straightforward quote process, followed by customer artwork submission and proofing. This ensures that customers remain informed at every step of production, reinforcing FN Market's commitment to quality and service excellence.

Outcome

The restructured website has led to a more seamless ordering experience for FN Market's customers. Users can easily select their desired products, configure options, and upload artwork with reduced friction. This transformation has significantly improved the discoverability of FN Market's services, driving customer interaction and satisfaction.

What the workflow covers

  • Smoother web-to-print ordering

    Makes it easier for customers to choose products, configure options, and understand what happens next—reducing abandoned carts and confusion.

  • Cleaner artwork handoff

    Standardizes how artwork is collected (upload or design online) so your team spends less time chasing missing files and clarifying formats.

  • Proof-first control

    Supports a proof approval checkpoint so jobs only move forward when customers confirm, helping avoid costly reprints and delays.

  • Better product discoverability

    Encourages a clearer category structure across promotional print, stationery, outdoors, stickers, clothing, and gifts so customers find the right item faster.

  • Fewer manual follow-ups

    Reduces repetitive admin work by prompting the right follow-up messages at the right time, especially when approvals or uploads are pending.

  • More consistent customer communication

    Keeps messaging consistent from order received to production and delivery, improving trust and reducing support queries.

  • Scales with growing catalogs

    Helps maintain a reliable ordering and proofing experience even as you add more products, templates, and seasonal ranges.

  • Operational visibility

    Improves internal clarity on where each order sits—waiting for upload, proofing, approved, or ready for production—so teams can prioritize work.

What clients say

Proof approvals are easier to manage

Having a consistent proof-first process helps keep mistakes down and prevents jobs going to print too early. The handoff between customer and production is smoother.
deldrago

Ordering feels much clearer

Customers can find the right print product faster and the steps from configuration to artwork submission are easier to follow. It reduced confusion and improved overall flow.
travisvaughtart

Better structure for a large catalog

We sell across multiple categories and the improved catalog setup makes browsing more intuitive. Customers discover more products without needing to contact support.
trodriguezzz

Less back-and-forth on artwork

The workflow makes it clearer what customers need to upload and when. That saved time for our team and reduced delays before production starts.
Tyler Beamen

Great foundation, needed minor tweaks

The template covered most of what we needed, but we still adjusted a few details to match our store’s exact product setup and messaging style.
Sriram Visvanathan

Questions about this project

It focuses on clearer product discovery, simpler ordering steps, and a more consistent artwork-to-proof workflow. Customers know what to do next, while your team gets fewer back-and-forth messages. Pro plans help keep these steps stable after site updates.

It’s designed for online print and personalised product stores that offer design upload or in-browser design, then require proof approval before going to print. If you handle business cards, flyers, posters, banners, labels, clothing, or gifts, it’s a strong fit. For smoother rollout and monitoring, a Pro plan is recommended.

It supports a proof-first process where jobs pause until customers approve the proof, helping prevent incorrect prints and rework. You can add reminders and internal prompts for follow-ups. Pro is ideal if you want automated reminders and better tracking.

Yes. The workflow is structured to accommodate customers who upload print-ready files as well as those who create designs in an online editor. You can tailor messaging and checkpoints for each path. Pro makes it easier to maintain multiple paths without errors.

Yes. It can support a structured catalog approach so seasonal items (like calendars or cards) stay easy to find and don’t disrupt core categories. For frequent changes with fewer mistakes, Pro provides better stability and oversight.

You can adapt the workflow to support more share actions (for example: messaging apps or email sharing) and align the icons and labels with current branding conventions. For ongoing tweaks across themes and page builders, Pro support is recommended.

Yes. It’s built to keep designed-product details consistent through cart and checkout, so customers understand what they’re buying and what files/designs are attached. If you want extra safeguards and alerts when something is missing, consider Pro.

It can support a path for customers who request design help, including clearer intake steps and follow-ups to keep approvals moving. If you want a more hands-free follow-up system with reminders, Pro is recommended.

Have your product categories, key products, artwork rules (file types and resolution guidance), and your proofing steps ready. Also prepare your standard customer messages (order received, upload needed, proof ready, approved, in production). Pro helps if you want this configured end-to-end.

Many stores can go live after basic configuration and testing of a few key products (e.g., flyers and business cards), then expand to the rest of the catalog. A Pro plan helps you launch faster with fewer surprises and better monitoring.

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