Improving Client Experience through Enhanced Online Print Ordering and Discovery

The client specializes in providing a wide range of print products, including business cards, flyers, posters, and signage, with a strong focus on customer design support. By upgrading their online ordering system, they improved customer engagement and reduced friction throughout the purchasing process. Cmsmart played a crucial role in enhancing the website's structure, facilitating a seamless product discovery and ordering journey, and empowering customers to upload designs effortlessly.

The challenge

Client Context

The client operates within the print industry, offering a diverse selection of products such as business cards, flyers, posters, and signage. They cater to various customer needs, providing personalization options through custom designs that enhance their product range and facilitate better customer engagement.

Goals and Challenges

With the rise of online print services, the client sought to create a more user-friendly and efficient ordering experience. The main challenges included optimizing product categories for easier navigation, improving overall service discoverability, and simplifying the artwork upload process.

The solution

Partnering with Cmsmart

Working with Cmsmart allowed the client to revamp their online presence and streamline their ordering process. The enhancements focused on a clear catalog structure, which simplified product searches and improved the overall user journey.

Implementation Approach

The implementation phase focused on understanding the client’s operational workflow holistically, including defining product offering categories, integrating design tools, and ensuring robust order management capabilities. Changes were executed incrementally to maintain the ability for users to access the site without disruption.

What was built

Improved Catalog Structure: Clearer categorization of products enabled customers to find the right products swiftly.
Streamlined Online Ordering: An upgraded ordering flow reduced the number of steps for customers to complete their purchases.
Design Upload and Online Design Tools: Customers can now upload their artwork seamlessly, with immediate visual feedback to ensure design accuracy before finalizing orders.
Enhanced User Experience: By curating a conversion-ready design, the website engages users effectively and encourages higher order rates.

Outcome

Outcomes

As a result of the enhancements, the client experienced improved discoverability of services, more effortless ordering experiences, and reduced friction in the customer journey. This transformational partnership has enabled the client to remain competitive within the expansive online print market.

Conclusion

By collaborating with Cmsmart, the client has successfully enhanced their online presence, resulting in a more effective customer journey from inquiry through to fulfillment. The new ordering capabilities not only meet current market expectations but also position the client for future growth opportunities.

What the workflow covers

Faster product discovery

Helps customers locate the right print product sooner through clearer catalog structure and easier navigation, reducing browsing friction and improving the path to purchase.

Smoother checkout experience

Reduces unnecessary steps in ordering so customers can configure products and complete purchases more efficiently, supporting higher conversion and fewer abandoned carts.

Cleaner artwork collection

Improves how customers submit design files, cutting down on missing attachments, wrong versions, and unclear instructions that can delay production.

Fewer manual follow-ups

By collecting better order details upfront, your team spends less time chasing specs, confirming uploads, and clarifying customer intent.

More consistent handoffs

Creates a clearer flow from order intake to proofing/production and fulfillment, so fewer details get lost when multiple people touch the same job.

Better customer confidence

A more organized storefront and more reliable design submission experience builds trust, especially for new customers ordering custom print products online.

Reduced production delays

When artwork and product choices are captured correctly earlier, jobs are less likely to stall before production, helping you keep schedules predictable.

Scales as catalog grows

Supports growth by making it easier to manage expanding product lines and options without turning the storefront into a confusing maze for customers.

Questions about this project

Possibly. If you want automated email or SMS updates, you may need an email sending service or messaging provider. A paid plan can help you configure notifications reliably and avoid deliverability issues.

It can. Many print storefronts benefit from simplified categories and product grouping so customers find the right item faster. Any restructuring should be planned carefully to avoid confusion; paid support can help guide best practices.

Yes. By improving the upload step and clarifying what’s needed at checkout, it can reduce incomplete submissions and the number of follow-up messages required before production. A paid plan can add stronger monitoring and faster fixes if issues arise.

It focuses on clearer browsing and categories, a cleaner ordering flow, and a more reliable path for customers to upload artwork and confirm details before purchase. Paid plans help you keep everything running smoothly with ongoing support.

It’s designed for print businesses selling multiple products online (e.g., business cards, flyers, posters, signage) that need easier product discovery, smoother ordering, and simpler artwork upload. A paid plan is recommended for monitoring and priority support.

It improves consistency of order details and file handling so the handoff from intake to proofing/production is smoother and less error-prone. With a Pro plan, you can also get assistance tailoring routing for your specific workflow.

Yes. It is built around reducing friction in the design/file submission step so customers can attach artwork more easily and your team receives more complete order information. For advanced checks and dependable delivery, consider a Pro plan.

Basic setup is usually quick, but the exact timing depends on catalog size, how many product options you offer, and how you handle artwork and approval. A paid plan speeds up delivery with priority support and guided setup.

It’s designed to support a smoother pre-production experience by collecting cleaner inputs and enabling better visibility around design submission. If you need a more formal proof approval flow, a Pro plan can help customize it to your process.

It can be introduced in a staged way to reduce disruption, especially when reorganizing categories or adjusting the ordering flow. For safer rollouts, monitoring, and rollback guidance, a Pro plan is recommended.

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Improving Client Experience through Enhanced Online Print Ordering and Discovery

The challenge

Client Context

Goals and Challenges

The solution

Partnering with Cmsmart

Implementation Approach

What was built

Outcome

Outcomes

Conclusion

What the workflow covers

Questions about this project

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