Corporate & B2B portals

Transforming Ordering Journeys for Custom Print Products and Designs

The client specializes in providing a diverse range of print products, including business cards, flyers, posters, and signage. The previous ordering process was complex and hindered customer engagement. CMSMART significantly improved the client's online ordering experience, introducing a streamlined design configuration interface that enables customers to easily personalize their print products. The enhancements included the simplification of the order flow, clearer service categories, and the integration of automated design submission features to facilitate a better customer journey.

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Transforming Ordering Journeys for Custom Print Products and Designs - project preview

The challenge

Context and Challenge

The client offers a variety of custom print products, allowing users to order personalized items such as business cards, flyers, and posters. However, the existing process was cumbersome, with complicated navigation and limited options for design customization. Customers faced challenges in discovering the suitable services they needed, leading to potential lost sales.

Goals

The primary objectives were to enhance user discoverability of products, streamline the ordering flow, and facilitate an engaging design experience. The aim was to create a smooth journey from product selection to order fulfillment, ensuring customers could easily upload designs and configure products to their preferences.

The solution

Solution Overview

CMSMART delivered a comprehensive solution focusing on enhancing the client’s online presence and ordering process. This included a revamped product catalog structure that categorized services effectively, reducing customer friction and improving overall usability. The enhancements allowed for a more intuitive selection of print options combined with an efficient design upload feature, offering real-time previews and customization capabilities.

Implementation Approach

The implementation involved a strategic overhaul of the existing site layout, beginning with a needs assessment to understand the pain points in the user experience. Following this, CMSMART conducted a series of user testing phases to refine the interface before final deployment to ensure it met customer expectations effectively.

What was built

  • Intuitive online ordering system that simplified product configurations.
  • Artwork upload functionality enabling customers to submit designs effortlessly.
  • Clear categorization of services enhancing customer service discoverability.
  • Improved customer flow reducing the number of manual steps required to complete an order.

How it fits the order workflow

The new process integrates seamlessly with the client’s existing workflow, where customers can receive quotes, approve designs, and move directly to production and fulfillment, streamlining operations significantly.

Outcome

Post-launch, the enhancements contributed to a markedly improved customer journey characterized by faster processing times and smoother interactions. Customers now enjoy better product discoverability and easier customization capabilities. This transformation has positioned the client to meet the evolving demands of their target market while enhancing customer satisfaction and loyalty.

What the workflow covers

  • Simpler ordering journey

    Reduces friction in product selection and configuration so customers can complete custom print orders with fewer confusing steps.

  • Faster artwork collection

    Automatically prompts customers to upload files and provide missing details, helping your team move jobs forward without constant chasing.

  • Clearer service categories

    Helps organize offerings into understandable groups, improving product discoverability and reducing misorders caused by unclear choices.

  • Better handoff to production

    Standardizes what information is passed to design and production, reducing rework and improving consistency from order to output.

  • Fewer customer support messages

    Proactive status updates and clear next steps reduce “where is my order?” questions and keep customers confident.

  • More reliable approvals

    Supports a structured proof/approval step so you’re less likely to print with outdated files or unapproved changes.

  • Operational visibility

    Keeps order stages easier to track so you can spot bottlenecks, prioritize urgent jobs, and manage workloads during peak times.

  • Scales with demand

    Makes it easier to process more orders without adding the same amount of admin work, supporting growth and seasonal spikes.

Questions about this project

It’s ideal for print businesses selling custom products where customers choose options, upload artwork, and may need proofs before production. It’s especially helpful if your team spends too much time chasing files and clarifying order details.

Yes. It can automatically request artwork after the order is placed and send reminders until the required files or details are received. On a paid plan, you can add stronger follow-ups and escalation rules.

It can be set up to notify customers when a proof is ready and record an approval step before production. If you need multi-round approvals, a Pro plan is recommended for more robust tracking and automation.

Yes. You can map different categories and options to different internal steps and messages. This helps ensure signage orders don’t follow the same path as simple reprints, for example.

It supports a smoother path from product selection and configuration to artwork submission, review/approval, and production handoff. You can tailor the checkpoints to match how your shop actually processes jobs.

By standardizing how order specs and artwork are collected, checking for missing information, and ensuring the right team receives the complete package before work begins. This reduces rework and miscommunication.

Absolutely. You can brand the wording, tone, and timing of messages like order confirmation, artwork requests, and status updates. Paid plans typically make it easier to manage and monitor these communications reliably.

Paid plans typically provide better stability features such as monitoring, faster troubleshooting, and priority support—important when orders spike. If your storefront is business-critical, a Pro plan is the safer choice.

You may use your existing email setup, but high-volume sending often benefits from a dedicated email sending service to improve deliverability. That service may have its own monthly cost.

A basic setup can be done quickly if your ordering steps are straightforward. If you want category-based routing, proof stages, and detailed templates for multiple product lines, plan for additional configuration time.

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