Corporate & B2B portals

Improving the Customer Journey for Custom Print Ordering and Design

This project focused on enhancing the online ordering experience for a custom print service provider offering a diverse range of products, including business cards, flyers, and signage. CMSMART played a vital role in streamlining service discovery, simplifying product ordering, and optimizing the overall user experience, making it easier for customers to navigate the website and place their orders efficiently.

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Improving the Customer Journey for Custom Print Ordering and Design - project preview

The challenge

Context and Challenges

The client specializes in providing custom printing solutions, including business cards, brochures, flyers, banners, and other personalized print materials. Although they offered a vast range of products, customers faced challenges in navigating the website, discovering services quickly, and completing their orders effectively. There was a need to enhance the online ordering process to meet evolving customer expectations and to improve engagement with their offerings.

Project Objectives

The primary goal was to create a seamless online ordering experience that would facilitate service discovery, simplify the ordering flow, and empower customers to engage with the custom product design process. Additionally, the objective included improving the clarity of product categories and enhancing user experience to reduce friction in the customer journey.

The solution

CMSMART's Solution

CMSMART approached the project by redesigning the website structure and optimizing navigation, making it easier for customers to find the specific services they needed. The implementation of clearer product categories allowed customers to locate their desired products without confusion. We enhanced the ordering flow by integrating intuitive design options, empowering customers to upload their artwork or customize their designs online through a user-friendly interface.

Implementation Approach

The implementation involved several high-level phases, starting with an in-depth analysis of the existing website and customer journey mapping. Following this, design mockups were developed and assessed before full-scale development commenced. The final phase focused on testing the new features and gathering user feedback to ensure optimal functionality.

What was built

  • Product Configuration: Enabled customers to easily configure products online, ensuring quick selections and clear choices.
  • Artwork Upload: Streamlined the process for customers to upload their designs or images, reducing the steps required to complete an order.
  • Improved Navigation: Redesigned the layout to ensure services were easily discoverable, leading to an enriched customer experience.
  • Enhanced User Flow: Reduced friction in selecting options and submitting artwork, making ordering smooth and straightforward.
  • Portfolio Structure: Developed a visually appealing structure for showcasing the range of services and products.

How it fits the order workflow

The upgraded online ordering system seamlessly fits into the client's workflow, enabling a straightforward process from customer quote requests to final product delivery. This new system fosters better communication between designers and clients, ensuring that all projects are completed with precision and efficiency, ultimately driving business growth.

Outcome

As a result of these enhancements, the client now offers a significantly improved ordering experience. Customers benefit from reduced complexity when selecting products and submitting designs, leading to increased satisfaction and engagement with the service offerings. This project has not only elevated the client's online presence but also facilitated a more efficient ordering process aligned with customer expectations.

What the workflow covers

  • Faster product discovery

    Cleaner categories and navigation help customers find the right print service quickly, reducing drop-offs caused by confusion or too many clicks.

  • Simpler product configuration

    Guided option selection makes it easier to choose sizes, materials, and finishes, reducing incorrect orders and time spent clarifying details later.

  • Smoother artwork upload

    A streamlined upload step encourages customers to submit files correctly, helping your team start checks and production sooner.

  • Fewer back-and-forth messages

    Standardized collection of files, specs, and notes means fewer follow-ups for missing information and fewer delays waiting on customers.

  • Clearer internal handoffs

    Orders arrive with better context for design and production teams, improving coordination and reducing rework caused by incomplete requirements.

  • Consistent customer updates

    Customers receive predictable confirmations and next-step prompts, improving trust—especially during artwork review and proofing stages.

  • Better storefront experience

    A smoother user flow makes the site feel easier to buy from, supporting repeat orders and stronger engagement with your full catalog.

  • Scales with more products

    As you add new print items and options, the same structure helps maintain clarity and keeps operational steps consistent across categories.

Questions about this project

It focuses on clearer product discovery, easier configuration of product options, streamlined artwork upload, and more consistent customer communication so fewer orders get stuck waiting for files or details.

You can set rules to flag the order and send a friendly reminder with clear instructions. Paid plans typically make it easier to add monitoring and more robust follow-up sequences.

No. Customers can upload ready-to-print artwork. If you also offer online customization, this workflow can complement that by standardizing how files, instructions, and approvals are collected and tracked.

By collecting key details earlier (product specs, files, notes) and keeping them organized for the team, it reduces missing artwork, unclear requirements, and manual copy-paste errors between steps.

It’s ideal for custom print and signage businesses that sell multiple products with options (size, paper, finishing) and need a smoother path from browsing to ordering, artwork submission, and production handoff.

Yes. You can adjust confirmations, artwork reminders, and proof-related messages to match your tone and policies. For brand-consistent messaging and deeper personalization, a paid plan is recommended.

Yes. The structure is designed for multi-product catalogs. You’ll map your categories and option sets so each product type shows the right choices and captures the right artwork requirements.

Paid plans generally provide better reliability features, monitoring, and priority support—useful when your storefront is busy and you need fast help updating rules, notifications, and routing as you grow.

It can support an approval flow by organizing the order status and prompting the next action (send proof, request changes, or approve). The exact steps can be tailored to your internal process.

If your catalog and ordering steps are already defined, basic setup can be quick. More time is needed when you have many option combinations or want multiple notification paths for different products.

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