Corporate & B2B portals

Improving Customer Journey for Custom Product Ordering and Portfolio Discovery

The client specializes in offering a wide range of custom printed products, including business cards, flyers, and signage, aimed at enhancing brand visibility. Cmsmart played a pivotal role in revamping their online ordering system, resulting in a more intuitive and efficient customer journey. Improvements included a revamped product catalog, streamlined ordering process, and enhanced customization options for clients, making it easier for them to design and order their products online. The new setup not only elevated the client's portfolio presence but also improved operational efficiency and customer satisfaction.

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Improving Customer Journey for Custom Product Ordering and Portfolio Discovery - project preview

The challenge

Context and Challenges

This project focused on improving the online presence and ordering process for a client specializing in custom printed products. The business offered a range of services, including business cards, flyers, posters, and signage that required a seamless online ordering experience. However, the previous system was complicated, leading to customer frustration and potential order abandonment.

Goals

The primary goal was to enhance the customer journey by simplifying the ordering process, improving product discoverability, and providing better customization options. This meant creating an accessible, user-oriented platform that could handle a variety of custom orders effectively.

The solution

Solution Overview

Cmsmart delivered a comprehensive suite of enhancements designed to streamline the entire order process. The improvements included a clearer product categorization, a more intuitive navigation system, and advanced capabilities for product configuration that enabled customers to design their items with ease.

Implementation Approach

The implementation involved several phases, starting with a thorough analysis of the existing online ordering workflows and identifying pain points. Following this, Cmsmart conducted targeted enhancements to the UI/UX and backend systems, ensuring that all changes aligned with customer needs. Rigorous testing was conducted to confirm that the new systems worked seamlessly.

What was built

  • Online Ordering: Customers could place orders without confusion through a simplified checkout process.
  • Product Configuration: Enhanced options allowed customers to specify their design needs, select sizes, and quantities effortlessly.
  • Artwork Upload: Users could upload their design files without complications, improving the overall experience.
  • Online Design Tools: Customers could utilize easy-to-use design tools directly on the site, further enhancing engagement.
  • Clear Product Categories: The portfolio was organized into distinct and user-friendly categories, enabling customers to find products quickly.

How it fits the order workflow

The newly optimized system integrated smoothly into the existing client workflow, encompassing phases from quote to proofing, artwork submission, production, and fulfillment. This holistic improvement was key in ensuring a dependable and user-friendly experience for customers looking for customized printed products.

Outcome

As a result of these initiatives, the client experienced an improved ordering workflow, leading to faster turnaround times and higher customer satisfaction. The enhanced platform significantly reduced friction in the customer journey, enabling users to discover and order products more efficiently. Overall, Cmsmart's contributions resulted in a portfolio-ready structure that showcased the client's services effectively.

What the workflow covers

  • Smoother ordering journey

    Reduces confusion with clearer product discovery and a more guided path from selection to checkout—especially important for configurable print items.

  • Fewer order mistakes

    Captures key specs (size, quantity, finishes, notes) in a consistent way, lowering the risk of incorrect production details and rework.

  • Faster artwork collection

    Makes it easier for customers to upload design files and for your team to receive them in the right place, reducing delays caused by missing artwork.

  • Better proofing handoff

    Supports a clean proof review and approval step so production can start with confidence and fewer last-minute changes.

  • More confident buying experience

    Clear categories, options, and confirmations help customers feel in control of their order, improving trust and satisfaction.

  • Consistent internal routing

    Keeps order details moving through quote-to-order, proofing, production, and fulfillment with fewer manual copy/paste steps.

  • Improved customer notifications

    Automates key status updates to reduce “Where is my order?” messages and keep expectations aligned from purchase to delivery.

  • Scales with your catalog

    Makes it easier to manage a growing range of print products and variants without turning operations into a manual bottleneck.

Questions about this project

It’s ideal for print shops and custom product businesses selling items like business cards, flyers, posters, and signage where customers choose options, upload artwork, and sometimes approve proofs before production.

Yes. It’s designed to help organize products into clear categories so buyers can discover the right item quickly. A paid plan can help keep updates consistent and monitored as your catalog grows.

Yes. The flow is built around capturing artwork files and order notes early so your team has what they need to start preflight. For higher reliability and fewer missed uploads, a Pro plan is recommended.

You can include a proofing step after the order is placed, prompting customers to review and approve before production. This helps prevent reprints and reduces manual follow-ups.

The workflow can be set up to request missing details (like size, quantity, finishing) before production starts. You can also add simple checks to reduce errors and delays.

Yes. It’s designed to support configurable products, so each item can have its own set of choices. If your pricing rules are complex, a paid plan helps with guided setup and ongoing adjustments.

It can help by making navigation clearer and checkout simpler, which removes common friction points. Results vary by store, but better clarity typically leads to fewer drop-offs.

Basic setup can be quick if your catalog and steps are already defined. If you need cleanup of product options, proofing rules, and customer messaging, plan additional time for configuration and testing.

Sometimes. If you want customers to design directly on the site, you may use a dedicated design tool or add-on service. This workflow supports the process, but third-party tool fees may apply.

Yes—messages can be triggered for key stages like order confirmation, artwork received, proof ready, and shipment. A Pro plan is best for stable delivery, monitoring, and faster troubleshooting.

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