Print shops going online

Streamlining the Online Ordering Journey for Custom Print Solutions

Cmsmart supported a custom print services provider in improving their online ordering system. They focused on enhancing the user experience by simplifying the product selection process, integrating a seamless order placement, and ensuring clear service discovery. The improved online presence enables customers to easily navigate product options, submit designs, and manage orders efficiently.

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Streamlining the Online Ordering Journey for Custom Print Solutions - project preview

The challenge

Challenge

Despite having a diverse product catalog, the client faced challenges with their online ordering system. Users reported difficulties in navigating product categories, submitting artwork, and completing orders. This led to high cart abandonment rates and customer frustration.

Goals

The primary goal was to enhance the online ordering process, reduce friction during the customer journey, and improve overall user satisfaction. The client aimed to streamline the experience from product discovery to order completion.

The solution

Client Overview

The client specializes in providing custom printing services, offering a diverse range of products including business cards, posters, and promotional materials. Their services cater to both individual customers and businesses needing tailored print solutions.

Solution Overview

Cmsmart approached this challenge by closely analyzing the existing workflow and identifying key areas for improvement. The aim was to create a user-friendly, conversion-oriented platform that would effectively showcase the client's offerings.

Implementation Approach

The implementation was carried out in several phases:

  • Phase 1: Initial consultation to assess existing pain points and target customer needs.
  • Phase 2: Redesign of the user interface and customer journey mapping to align with best practices.
  • Phase 3: Development and integration of new features followed by extensive user testing.

What was built

  • Improved Product Configuration: The platform was restructured to enable easier product filtering and selection.
  • Seamless Order Placement: The checkout process was streamlined to enhance user experience and reduce steps needed to complete an order.
  • Artwork Submission Options: Customers can now easily upload their designs directly during the order process.
  • Clearer Service Discovery: Improved categorization of products allows customers to quickly find the services they need.

Outcome

Outcomes

The improvements made to the online ordering experience led to significant enhancements in user satisfaction and engagement. Customers now enjoy a frictionless process, from service discovery to order fulfillment. This streamlined approach fosters customer loyalty and supports the client's growth in the competitive custom print market.

Conclusion

With Cmsmart's support, the client transformed their online presence into a user-friendly platform that effectively meets customer needs, driving both satisfaction and conversions.

What the workflow covers

  • Faster product discovery

    Customers find the right print service quickly with clearer categorization and easier browsing, reducing confusion across a large catalog.

  • Simpler product selection

    Improved configuration steps make it easier to choose quantities and options, helping buyers complete orders without second-guessing.

  • Smoother checkout experience

    A streamlined order placement flow reduces friction and helps prevent drop-offs when customers are ready to buy.

  • Artwork collected upfront

    Built-in design submission during ordering reduces back-and-forth, minimizes missing files, and speeds up pre-press preparation.

  • Fewer manual mistakes

    Consistent order details and structured submissions reduce miscommunication, incorrect specs, and rework for your production team.

  • Clear customer communication

    Automatic confirmations and status updates set expectations, reduce “Where is my order?” inquiries, and improve overall trust.

  • Better operational handoffs

    Orders arrive organized and ready for review, making it easier to route work to design checks, proofing, printing, and fulfillment.

  • Scales with growing demand

    A cleaner ordering journey and standardized intake process support higher order volume without needing to expand admin effort at the same pace.

Questions about this project

It focuses on clearer product discovery, simpler option selection, smoother checkout, and better handling of artwork submission—so customers can complete orders with fewer interruptions.

Yes, the workflow supports capturing design files as part of the ordering process, helping you collect everything needed upfront and reducing follow-up emails.

It’s designed for custom print businesses selling items like business cards, posters, and promotional materials that require customers to choose options and submit artwork before production.

Yes. You can adjust categories, naming, and selection paths to match your product range. If you want a more hands-free rollout with testing, consider a paid plan.

It can be set up to guide a proof/approval stage by organizing order details and prompting updates. For more reliable monitoring and reminders, a Pro plan is recommended.

By simplifying navigation, reducing the number of confusing steps, and making it obvious how to select products, add options, upload artwork, and complete payment without delays.

Yes. It’s useful for individual buyers and business customers, especially when you need consistent ordering steps, clear service discovery, and predictable handoffs to production.

It can support automatic confirmations and progress updates (e.g., order received, artwork received). To ensure dependable delivery and monitoring, Pro is the best fit.

Most businesses will need light configuration to match their catalog and operational rules. A paid plan helps with stability, guided setup, and faster troubleshooting if anything needs adjustment.

Have your product list, option sets (sizes, finishes, quantities), artwork requirements, and fulfillment steps ready. This speeds setup and helps avoid confusing customer prompts.

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