Corporate & B2B portals

Improving Customer Journey in Custom Print Ordering

A custom print solutions provider sought to enhance their online presence and streamline their customer ordering process. By restructuring their website's catalog and implementing a user-friendly ordering flow, we significantly improved service discoverability and user interaction. Resulting in an efficient experience for customers looking to order business cards, flyers, and other printed materials.

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Improving Customer Journey in Custom Print Ordering - project preview

The challenge

Context and Problem

In the competitive world of custom printing, businesses often struggle to present their services clearly and efficiently. Our client, a provider of print solutions, faced challenges with their online ordering process, resulting in customer frustration and a higher dropout rate during purchases. They needed a solution that would organize their offerings and simplify the customer journey from initial contact to order completion.

Goals

The primary goal was to enhance the online user experience, enabling customers to easily navigate through various printing options, including business cards, brochures, and promotional materials. This required a clear categorization of products and a seamless ordering flow.

The solution

Solution Overview

To address these needs, we engaged in a comprehensive review of the client's existing website and identified key areas for improvement. Our tailored approach focused on:

  • Redesigning the product catalog structure to improve service discoverability.
  • Streamlining the ordering process to minimize customer friction.
  • Introducing online design capabilities that empower customers to personalize their products easily.

Implementation Approach

The implementation involved a phased approach, beginning with detailed assessments of customer behavior and service workflow. We gathered insights through user testing and feedback, prioritizing changes that would deliver immediate impact. Upon finalizing the new catalog structure, we ensured that all elements were integrated smoothly, leading to a streamlined user experience.

What was built

Through our collaborative efforts, we successfully enhanced the online store by implementing:

  • Intuitive product configuration options allowing for easy selection of design elements.
  • A seamless artwork upload feature that facilitates quick submissions for printing.
  • A clearer categorization system that helps customers find the products they need without hassle.

How it fits the order workflow

The redesigned customer journey now enables users to receive quotes, submit artwork, and track their orders with greater efficiency. Overall, the results transformed their online presence, allowing the client to focus on delivering high-quality print solutions while customers enjoy a straightforward ordering process.

Outcome

These enhancements led to a more user-friendly interface, which facilitated faster turnaround for customer orders. The improved design not only enhanced customer satisfaction but also showcased the offerings in a more portfolio-ready manner, encouraging more visits and conversions.

What the workflow covers

  • Clearer product discovery

    Improves how print products are grouped and presented so customers can quickly find the right item and understand available options.

  • Fewer abandoned orders

    Reduces friction in the ordering flow with guided steps, helping customers complete their purchase instead of dropping off mid-way.

  • Cleaner order requirements

    Standardizes how sizes, quantities, finishes, and special notes are captured, reducing misunderstandings and production rework.

  • Smoother artwork collection

    Makes it easier for customers to submit files and instructions, cutting down on back-and-forth and speeding up pre-press preparation.

  • Faster internal handoffs

    Automatically shares the right details with the right people so artwork checks, production, and delivery coordination happen without delays.

  • Consistent customer updates

    Sends timely confirmations and progress messages to build trust and reduce incoming support requests.

  • More portfolio-ready storefront

    Creates a more professional, well-structured online experience that better showcases services and supports repeat ordering.

  • Scales with more products

    As you add new print items or variations, the workflow helps keep ordering consistent and manageable without adding admin time.

Questions about this project

It supports capturing artwork files and instructions, then organizing them for internal review. You can also add an approval step for proofs. For best reliability and monitoring, consider a Pro plan.

It focuses on structured product selection, clearer ordering steps, collecting artwork and notes, and sending confirmations and updates—so customers always know what to do next.

Yes. The workflow is intended to support consistent product option structures so customers can choose configurations without confusion. A paid plan can help if you need more advanced routing by product type.

It’s designed for custom print and web-to-print businesses that sell items like business cards, flyers, brochures, and promotional materials and want a smoother online ordering experience with fewer manual follow-ups.

You’ll need some kind of online catalog or order form experience. If your ordering is currently email-based, you can still use this to standardize intake and customer updates, then expand over time.

Yes, it can send internal alerts with key order details so nothing gets missed. Many businesses use this to reduce delays between order intake and pre-press checks.

The workflow can be adjusted as you add products, change proofing rules, or update fulfillment steps. Pro plans are best if you want priority help and ongoing stability as your business evolves.

Common messages include order confirmation, requests for missing artwork, and status updates. You can tailor the wording to match your brand voice and reduce “what’s the status?” emails.

You can keep status stages consistent and trigger messages as orders move forward. If you want a more robust dashboard-style setup, a paid plan is recommended for extended capabilities.

You’ll want your product categories, option lists, and standard turnaround expectations clearly defined. Testing with a few sample orders is recommended to confirm the flow is smooth and complete.

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