Improving Online Ordering Journey for Print Services with Enhanced User Experience

A leading print services business aimed to elevate its online presence and streamline the ordering process for its diverse range of products, including business cards, flyers, and signage. CMSMART played a crucial role in reconfiguring the website's structure to better showcase the client’s offerings, facilitating faster product discovery and a more intuitive ordering system. This transformation not only simplified the customer journey but also improved engagement with the products on offer.

The challenge

Context and Challenge

The client operates in the print services market, offering a comprehensive selection of products, from business cards and flyers to posters and signage. As their business grew, they recognized the need to enhance their online presence and streamline their ordering workflow, ensuring customers could easily discover and purchase their products.

Goals

To create an online platform that effectively showcases the full range of printing services, enabling quick and easy product discovery while offering a seamless ordering experience. This involved addressing issues related to product categorization and customer navigation to reduce any barriers to purchase.

The solution

Solution Overview

CMSMART supported the business by redesigning their online store to enhance the customer experience. Key improvements included optimizing the catalog structure for better product visibility, implementing an intuitive ordering process that minimizes friction, and providing easy access to design upload features.

Implementation Approach

The implementation included several phases, starting with a thorough analysis of existing workflows and customer journeys. The design phase focused on creating a clear and engaging user interface, followed by rigorous testing to ensure the new system met customer expectations.

How it fits the order workflow

The new ordering system seamlessly fits into the client’s overall workflow, where customers can easily request quotes, submit artwork, and proceed to production and fulfillment without encountering obstacles. This integrated approach supports their commitment to delivering quality printing services efficiently and effectively.

Outcome

The collaborative efforts led to an online environment that significantly improved product discoverability and reduced customer friction in selecting options and submitting artwork. By enhancing the overall user experience, customers benefited from a more efficient ordering process, contributing to increased customer satisfaction and engagement.

What the workflow covers

Faster product discovery

Improves how customers navigate printing categories so they reach the right product page quicker and spend less time searching.

Smoother ordering journey

Reduces friction in selecting options like size, finish, and quantity by keeping the ordering steps consistent and easy to follow.

Cleaner artwork handoff

Keeps uploaded files organized and tied to the correct order, helping your team avoid missing assets and confusion during production.

Fewer mistakes and rework

Captures key order details up front and standardizes what’s collected, reducing errors that lead to delays, remakes, or extra customer calls.

Clearer customer communication

Sends timely updates for confirmations and next steps, improving trust and cutting down on status-chasing messages.

Better internal visibility

Creates a clearer trail of what was ordered, what artwork was provided, and what step comes next—useful for busy teams and handoffs.

Scales with more products

Makes it easier to expand your catalog and categories without creating a messy customer experience as you add new print offerings.

Supports repeat orders

A consistent flow makes reordering easier for returning customers and helps you deliver a familiar, dependable buying experience.

Questions about this project

It’s best for print service businesses selling items like business cards, flyers, posters, and signage who want customers to find products faster and place orders with fewer steps. If you handle frequent orders, a paid plan helps with monitoring and reliability.

Yes—this template is designed around collecting artwork, keeping it linked to the correct order, and supporting a clear handoff to review/proofing. For advanced checks, approvals, and alerts, a Pro plan is recommended.

Typically: selected product, options (size, finish, quantity), customer details, delivery choice, and any uploaded artwork notes. You can adapt fields to match your quoting and production requirements.

It can support an online design option as part of the ordering journey, depending on the tools you use. If you need a tailored setup to match your current design editor and product options, choose a paid plan for faster assistance.

No—this template focuses on automating the ordering experience and handoffs. If you want to redesign navigation, categories, or product pages, that’s usually a separate storefront improvement that can be done alongside this workflow.

You can set basic checks and prompts to reduce common errors and request corrected files quickly. For more robust validation and automated follow-ups, a paid plan helps with smarter rules and better oversight.

Yes, it can be adapted to support quote requests and then convert them into an order-ready format once approved. If your pricing rules are complex (trade pricing, rush fees, multi-location delivery), customization may be needed.

It standardizes what customers submit, prompts for missing details earlier, and sends clear updates at key points (order received, artwork needed, proof ready, moving to production). Pro plans make it easier to keep messaging consistent and monitored.

A basic setup can be completed quickly once your product categories and order fields are defined. If you need deeper alignment with your catalog, proofing workflow, and internal handoffs, plan additional configuration time.

Free usage is best-effort and does not include commercial support. For priority help, ongoing monitoring, and faster fixes when something changes (like emails or order steps), we recommend upgrading to a Pro plan.

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Improving Online Ordering Journey for Print Services with Enhanced User Experience

The challenge

Context and Challenge

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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