Corporate & B2B portals

Enhancing the Customer Experience for Custom Print Ordering and Design

This client specializes in offering a range of custom print services including business cards, flyers, posters, and signage. CMSMART played a crucial role in transforming the client’s online presence by streamlining the ordering journey. By improving catalog structure and facilitating a user-friendly design upload process, customers can easily navigate through options, configure products, and submit their artwork with reduced friction. This transformation has enabled faster service discovery and enhanced user experience, ultimately guiding customers seamlessly from initial inquiry to final fulfillment.

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Enhancing the Customer Experience for Custom Print Ordering and Design - project preview

The challenge

Context and Challenges

The client provides a comprehensive selection of custom print products tailored for businesses and individual customers seeking high-quality printing solutions. This includes business cards, flyers, posters, signage, and additional design support as part of its service range. However, the existing online ordering system was cumbersome, hindering the ability of customers to easily navigate the product options and place orders efficiently.

Goals

The primary objective was to enhance the client’s online ordering process. This included improving the structure of the product catalog, simplifying the customer journey, and integrating an online design capability that would enable users to upload their artwork directly during the ordering process.

The solution

Solution Overview

CMSMART was engaged to analyze and revamp the client’s online presence. Through a series of upgrades, the team focused on re-engineering the ordering experience to make it more intuitive and user-friendly. The client’s services were reorganized into clearer categories, thus making it easier for customers to browse and select products.

Implementation Approach

The implementation was executed in phases, focusing first on analyzing the existing workflow and identifying key pain points. This was followed by restructuring the catalog and integrating new functionality to address the outlined goals. The final phase involved testing the improved system to ensure it met the business needs while enhancing usability for the end customers.

What was built

  • Online ordering system with enhanced product configuration options.
  • Artwork upload functionality allowing seamless integration of client designs.
  • Online design capabilities that simplify customization before ordering.
  • Improved categorization of services for easier navigation and selection.
  • A streamlined customer journey from initial contact to fulfilment, minimizing obstacles in the ordering process.

How it fits the order workflow

The improved ordering journey fits naturally into the client's workflow, allowing users to go from quote requests to proofing and artwork submission effortlessly. This integrated approach supports the production process effectively, ensuring that fulfillment is timely and aligned with customer expectations, thereby solidifying the client’s position in the competitive custom printing market.

Outcome

The outcome of CMSMART’s initiative resulted in a significantly improved online ordering experience. Customers are now able to discover and order services with ease, benefitting from a clearer layout of products and simplified design upload capabilities. The results reflect a more efficient customer journey that facilitates quicker conversions and enhances overall satisfaction, aligning with the client’s vision of providing a seamless service experience.

What the workflow covers

  • Faster service discovery

    Cleaner categories and navigation help customers find the right print product quickly, reducing time spent browsing and lowering drop-off.

  • Smoother product configuration

    Clearer options and guidance make it easier to choose sizes, finishes, and variations, reducing ordering errors and back-and-forth questions.

  • Simplified artwork submission

    Customers can upload design files during ordering with fewer steps, keeping the file tied to the correct order for easier production handling.

  • Fewer manual checks

    Standardized order details and file collection reduce the need for staff to chase missing information and re-confirm specifications.

  • Improved handoff to production

    Orders arrive with consistent details, making it easier to move from intake to proofing and production scheduling without delays.

  • Better customer communication

    Optional automated status updates help customers understand what happens next (upload, approval, production), improving trust and satisfaction.

  • Higher conversion readiness

    A more intuitive ordering journey reduces friction from inquiry to checkout, helping customers complete orders more confidently.

  • Operational scalability

    As order volume grows, standardized steps and routing reduce bottlenecks, helping your team handle more work without proportional hiring.

Questions about this project

Not always. You can support guest checkout or account-based ordering depending on your store setup. A paid plan can help you add more robust tracking, reminders, and troubleshooting safeguards.

It’s designed for custom print and signage businesses that sell multiple product types and need a clearer online ordering path, including easy configuration and artwork submission before production.

Yes. The workflow approach is built around consistent categories and option structures so each product type can have the right choices (size, material, finish) without overwhelming customers.

It can improve readiness for payment by ensuring the right payment method options and clear next steps are in place. If you need advanced routing and follow-up, a Pro plan is a better fit.

Yes. You can include a proof/approval checkpoint so production only starts after confirmation. Pro plans are recommended if you want stronger automation, tracking, and reminder messages.

It can support automated updates like “order received,” “artwork needed,” and “ready for approval,” depending on your email/SMS setup. Paid plans make it easier to monitor delivery and failures.

It standardizes how files are collected and linked to orders, so your team can quickly confirm what was uploaded, what’s missing, and what needs customer clarification before printing.

Prepare your product categories, option lists (sizes, papers, finishes), artwork requirements, and your desired customer messages. Having example orders helps validate the flow end-to-end.

A basic setup can be done quickly, but timelines depend on how many products and rules you have and whether you want branded emails and an approval workflow. Pro support speeds up launch.

It’s a proven template, but each print shop has unique rules. You can start as-is, then refine categories, upload rules, and notifications. For customization and stability, consider a paid plan.

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