Transforming the Online Ordering Process for Print Products

This project aimed to improve the online ordering journey for a print services company specializing in a diverse range of products. By enhancing the site's catalog structure, CMSMART implemented clearer categorization and optimized the customer experience, resulting in a more intuitive selection process. The improved platform enables customers to easily navigate through product offerings while showcasing customizable options, significantly reducing the friction in ordering and artwork submission.

The challenge

Client Background

The client operates in a competitive landscape focused on providing high-quality printing solutions. From business cards to promotional materials, they cater to various customer needs with a robust portfolio of products. However, the previous online ordering system posed challenges that hindered customer satisfaction and limited growth potential.

Challenge Overview

Customers struggled with navigating the website, leading to frustrations in discovering products and placing orders. The need for an efficient, user-friendly experience was evident as customers often found the ordering process cumbersome, which impacted overall sales.

Goals

To simplify the customer journey, the main goals included:

Enhancing overall website usability and design for a smoother navigation experience.
Improving the catalog structure to allow for easier product discovery.
Streamlining the ordering flow to facilitate quicker transactions and artwork uploads.

The solution

CMSMART’s Comprehensive Solution

CMSMART was engaged to revamp the existing online platform with a focus on customer experience optimization. Key deliverables included:

Improved Catalog Structure: Products were categorized more effectively, allowing for easier access and streamlined browsing.
Optimized Ordering Process: The ordering journey was redesigned to reduce the number of steps needed to complete a purchase.
Enhanced Design Upload Capability: Features enabling customers to upload designs seamlessly were introduced, further enhancing custom order potential.
Online Design Tools: Integration of design tools allowed customers to personalize products directly, enhancing satisfaction.

Implementation Approach

The implementation was executed in several phases to ensure alignment with business goals:

Phase 1: Requirements gathering and user experience auditing to identify pain points.
Phase 2: Redesign of the website layout focusing on mobile responsiveness and intuitive navigation.
Phase 3: Development of streamlined ordering workflows accompanied by robust testing.
Phase 4: Launch with ongoing support to make iterative improvements based on user feedback.

Outcome

The project resulted in a significantly improved customer experience, demonstrated by qualitative feedback indicating heightened satisfaction with the ordering system. The streamlined processes reduced friction in product selection and artwork submission, enabling a smoother transition from quote to proof and production. Ultimately, CMSMART's strategic enhancements aligned closely with client objectives, elevating the online print services brand and positioning it for future growth.

What the workflow covers

Easier product discovery

Clearer catalog structure helps customers quickly find the right print product, reducing browsing frustration and improving conversion.

Faster checkout journey

A simplified ordering flow reduces unnecessary steps so customers can place orders with fewer interruptions and less confusion.

Cleaner customization experience

Options and requirements are presented more clearly, making it easier for buyers to choose sizes, finishes, quantities, and other add-ons correctly.

Smoother artwork submission

Improved upload guidance reduces missing files and incorrect formats, minimizing delays and back-and-forth communication.

Better proof-to-production handoff

More consistent order details and clearer statuses help your team move from quote to proof and into production with fewer misunderstandings.

Fewer manual corrections

By capturing the right details upfront, your team spends less time chasing information, fixing order notes, or re-requesting assets.

Higher customer confidence

An intuitive ordering experience with clear steps makes customers feel in control—especially important for custom print orders.

More scalable operations

A more structured storefront experience helps you handle higher order volume without adding proportional admin effort.

Questions about this project

It’s designed for print and custom product sellers who offer multiple product types and customization options and want a smoother online ordering and artwork submission experience. If you run B2B or high-mix orders, a Pro plan helps with stronger monitoring and support.

It reduces confusion in product discovery, cuts down ordering friction, and makes artwork uploads and approvals clearer—leading to fewer mistakes, fewer emails, and faster movement toward production.

Customers are guided to upload artwork at the right moment with clearer instructions. Your team receives more complete submissions, reducing delays caused by missing files or unclear requirements.

Not necessarily. Many businesses keep their look and feel and focus on improving structure, categorization, and the ordering steps. A paid plan is helpful if you want guided setup and safe rollout.

It supports a structured approval flow by keeping order details and status clear from submission to approval. If you need more advanced rules and escalations, the Pro plan is recommended.

Typically yes, because customers can find products faster, understand options better, and receive clearer guidance on ordering and uploads. Pro users also benefit from more reliable monitoring during peak demand.

A basic setup can be done quickly when your catalog is already organized. If you need deeper category restructuring, option cleanup, and messaging alignment, expect additional time for testing and refinement.

Yes. It’s built to support clearer categorization and customizable options. You’ll typically map your product groups, variants, and required inputs (like size, paper, quantity, finishing).

Your product categories, customization options, basic ordering rules, artwork requirements, and the customer messages you want to send. If you have current pain points, include examples of confusing orders.

Yes—improving structure and reducing ordering friction helps you handle more orders without adding as much manual effort. A paid plan can help maintain stability and faster support as volume grows.

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Transforming the Online Ordering Process for Print Products

The challenge

Client Background

Challenge Overview

Goals

The solution

CMSMART’s Comprehensive Solution

Implementation Approach

Outcome

What the workflow covers

Questions about this project

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