Transforming Print Product Ordering with Improved User Journey

The business specializes in providing a variety of print products, including business cards, flyers, posters, and signage. Customers were experiencing challenges with the ordering process, which was not user-friendly and lacked proper product categorization. Cmsmart addressed these issues by enhancing the overall online presence, streamlining the ordering flow, and improving service discoverability. The newly structured catalog and user-friendly interface significantly simplified customers' journeys, allowing them to effortlessly explore products and submit their custom designs.

The challenge

Context and Problem

The client operates in the print industry, offering a diverse range of products such as business cards, flyers, posters, and signage. Customers were facing difficulties navigating through product offerings, which was impacting their overall experience. The ordering process lacked clarity and efficiency, leading to frustration and potential loss of sales.

Goals

The primary goal was to enhance the client’s online ordering process to boost customer satisfaction and increase conversions. This involved creating a more intuitive catalog structure and a streamlined ordering journey that would facilitate easy design submission and product selection.

The solution

Solution Overview

Cmsmart implemented a complete redesign of the client’s online storefront, focusing on user experience and service visibility. By categorizing products more effectively and integrating an intuitive navigation system, customers can now discover and select products with ease. The ordering process was automated, minimizing manual steps and ensuring a seamless experience from product selection to checkout.

Implementation Approach

The implementation was carried out in several phases, beginning with an analysis of the existing customer journey and identifying key areas for improvement. Following this, design mockups were created to visualize changes, and development teams worked to bring these designs to fruition. User testing ensured that the enhancements met customer expectations before launch.

How it fits the order workflow

The improved online environment supports the client’s workflow effectively, enabling a structure where clients can easily get quotes, view proofs, and manage their artwork submission for production. Each step in the customer pathway is designed to enhance user satisfaction and encourage repeat business.

Outcome

The outcome was a significantly improved user experience, characterized by easier navigation and a more efficient ordering process. Customers can now enjoy a frictionless journey from discovering products to uploading custom designs and completing their orders. This transformation has positioned the client favorably in the competitive print market.

What the workflow covers

Clearer product discovery

Customers find the right print products faster through improved categorization and navigation, reducing confusion and abandonment during browsing.

Smoother ordering journey

A guided flow helps buyers select options and complete checkout with fewer missteps, improving confidence and overall conversion readiness.

Fewer artwork mistakes

Standardized design upload steps and instructions reduce missing files, incorrect formats, and vague notes—saving time for both customers and staff.

More consistent order details

Orders capture key specifications in a structured way, helping production teams start faster and reducing clarification messages.

Better customer communication

Automated updates keep customers informed at key stages such as order received, proof ready, and approval—building trust and lowering “what’s the status?” inquiries.

Faster handoffs to production

Cleaner information flow supports a smoother transition from order intake to proofing and production, minimizing delays caused by incomplete submissions.

Improved service visibility

A more structured storefront makes add-on services and related products easier to find, helping customers choose the right solution without assistance.

Scales with order volume

As you grow, the workflow reduces repetitive manual steps and keeps processes consistent, making it easier to handle peaks without sacrificing customer experience.

Questions about this project

It’s ideal for print businesses selling customizable items (business cards, flyers, posters, signage) that need clearer product discovery, smoother ordering, and a reliable way to collect artwork and approvals.

Yes—this works best if you already have a storefront or ordering page and want to improve how customers find products, choose options, and submit designs. A paid plan can help with guided setup and stability.

Yes. The workflow is designed to support structured product options and guide customers through selecting variations. You may need light configuration to match your exact product rules and naming.

It standardizes the steps customers follow to upload files, provide notes, and confirm requirements, so your team receives complete information sooner and avoids chasing missing details.

Yes. You can tailor language and steps for walk-in style buyers or business customers who need quotes, purchase orders, or repeated reorders. Pro plans are helpful for advanced routing and segmentation.

The approach supports cleaner categorization and a structured catalog, making updates easier. For frequent updates, consider a paid plan for monitoring and ongoing adjustments to avoid broken paths.

Yes, you can set up consistent messages for key milestones like order received, proof ready, approved, and ready for production or fulfillment. Message content and timing can be adjusted to your process.

It can support a proof-and-approval stage by organizing the handoff and triggering customer updates when a proof is ready. If you want deeper approval tracking, a paid plan is recommended for enhancements.

Free users receive the template as-is. For dependable operations, choose a paid plan for priority assistance, health checks, and help refining your ordering flow as your business grows.

A basic setup can be done quickly if your catalog and ordering steps are already defined. More customization—like complex options, proofing rules, or multiple service lines—takes longer to configure.

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Transforming Print Product Ordering with Improved User Journey

The challenge

Context and Problem

Goals

The solution

Solution Overview

Implementation Approach

What was built

How it fits the order workflow

Outcome

What the workflow covers

Questions about this project

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