Apparel & merch

E-commerce Redesign for Better Custom Merchandise Ordering Experience

The client specializes in offering personalized products such as business cards, flyers, and various print items. They faced challenges in their online ordering system, which needed improvement in product discoverability and customer flow. Cmsmart played a vital role in revitalizing the client's online presence by streamlining the ordering process, enhancing product categorization, and incorporating an improved user experience. As a result, customers now benefit from a more intuitive platform that simplifies their selection and design journey.

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E-commerce Redesign for Better Custom Merchandise Ordering Experience - project preview

The challenge

Context and Challenges

The client operates in the e-commerce space, focusing on custom merchandise such as business cards, flyers, and print products. They faced several challenges in their online ordering process, including a convoluted product catalog structure, which made it difficult for customers to find and order products efficiently. Additionally, the ordering flow was not user-friendly, resulting in a less than optimal customer experience.

Goals

The primary goals were to enhance the user experience, reduce friction in the ordering process, and improve the discoverability of the client’s diverse product offerings.

The solution

Solution Overview

Cmsmart implemented a comprehensive redesign of the client’s e-commerce platform. This redesign resulted in significant improvements to the online catalog structure, making it easier for customers to navigate and find desired products. The solution involved simplifying the ordering flow and incorporating features such as artwork upload and online design capabilities.

Implementation Approach

The implementation began with a thorough analysis of the existing user experience and customer feedback. This informed a redesign strategy focusing on user flow and product visibility. The new structure supports a portfolio-ready display, showcasing services effectively and aligning with best e-commerce practices.

What was built

  • Improved product categorizations for easier navigation
  • Streamlined ordering process to minimize steps for customers
  • Enhanced options for direct artwork uploads and online design tools
  • Clearer service discovery, ensuring potential clients could easily understand all available services

How it fits the order workflow

This new e-commerce solution fits seamlessly into the client’s workflow. Once a customer selects a product, they can easily submit artwork, receive a quote, and move towards fulfillment without unnecessary delays. Cmsmart's contributions have transformed the client’s online ordering environment to meet modern e-commerce expectations, creating a robust platform for growth.

Outcome

The redesigned platform significantly improved the ordering journey for customers, resulting in a smoother interaction from quote request to production. The new setup led to enhanced efficiency, with reduced manual entries for customers and a more intuitive self-service experience. Overall, Cmsmart’s enhancements fostered a user-centered design that not only improved discoverability of services but also led to a more concise and fulfilling ordering experience.

What the workflow covers

  • Faster product discovery

    Cleaner categorization and guided browsing help customers find the right custom product without getting lost, improving the path to checkout or quote submission.

  • Smoother custom ordering flow

    Reduces friction by organizing steps logically—selection, specifications, artwork, and confirmation—so customers complete orders with fewer drop-offs.

  • More complete order details

    Standardizes what customers submit (files, notes, specs), minimizing missing information that typically causes delays in review and production.

  • Less back-and-forth about artwork

    Supports a structured artwork upload and proof step, helping customers correct issues earlier and reducing manual chasing by your team.

  • Clearer customer communication

    Automatic confirmations and next-step messages keep customers informed, building trust and reducing status inquiries during busy periods.

  • Cleaner handoffs to production

    Order routing ensures the right information reaches the right stage (review, proofing, production) so fewer jobs stall internally.

  • More scalable operations

    As order volume grows, the workflow helps maintain consistency and reduces human error, allowing your team to handle more requests without chaos.

  • Better storefront experience

    An improved journey from browsing to ordering makes your store feel modern and professional—especially important for B2B buyers ordering branded materials.

Questions about this project

Yes. The flow can support a quote-first journey, then move customers forward after approval. If your pricing rules are complex, a Pro plan is recommended for more robust routing and validation.

It’s designed for stores selling customized products—especially print items like business cards, flyers, and marketing materials—where customers need guidance, file upload, and a smooth path from quote to fulfillment.

It helps collect complete order details upfront, routes orders to the right step, and sends customers the right next action automatically—reducing copy-paste, chasing files, and repeated questions.

In many cases, yes. The workflow supports re-structuring navigation and guiding customers through the right selection steps. If you want a deeper restructure across many items, plan for some configuration time.

Yes, you can set up automated confirmations and updates for key steps like quote received, proof needed, approved, and in production. For higher deliverability and tracking, a paid plan is recommended.

No. You can use file upload only, or combine upload with an online designer if you already have one. A paid plan can help you connect additional tools and keep the process stable with monitoring.

Typical inputs include size, quantity, finishes, notes, and print-ready files. The workflow helps standardize required fields so you receive consistent details and reduce production delays.

Yes. You can map your internal stages and trigger updates at each stage. If you need multiple branches (different products or vendors), Pro support helps keep it reliable and easy to manage.

You can add simple checks and a proof-request step so customers can correct issues before production. Pro plans are helpful for more advanced rules and exception handling.

A basic setup can be quick if your catalog and steps are straightforward. More time is needed when you have many categories, custom options, proofing rules, or multiple notification channels. Paid plans speed this up with priority assistance.

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