Print shops going online

Enhancing User Experience for Print Products and Custom Designs Ordering

A company sought to streamline its online ordering process for print products and custom designs. Cmsmart played a pivotal role in redesigning the service discovery and ordering journey, making it more intuitive and user-friendly. By reorganizing product categories and providing clear pathways for customers, the online experience became significantly more efficient, directly contributing to a smoother customer journey.

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Enhancing User Experience for Print Products and Custom Designs Ordering - project preview

The challenge

Context and Problem

The client, specializing in print products such as business cards, banners, and custom designs, faced challenges in their online ordering process. Customers often struggled to find the desired products and navigate through various offerings efficiently, resulting in a less than optimal user experience and potential sales loss.

Goals

The primary objective was to enhance the online ordering experience by making it easier for customers to discover services, select options, and submit their artwork. The aim was to create a seamless workflow that would allow customers to complete their orders efficiently.

The solution

Solution Overview

Cmsmart provided strategic insights and solutions to completely overhaul the client’s online platform. By focusing on user experience (UX) improvements, the ordering process was streamlined, enhancing clarity and ease of access for customers. This transformation facilitated better service discoverability and a structured catalog presentation.

Implementation Approach

The implementation included several high-level phases such as initial project assessment, design revisions, and user testing. These steps ensured that the solutions delivered aligned well with customer needs and expectations, resulting in an optimized online experience.

What was built

  • Enhanced online ordering flow
  • Improved product configuration options
  • Facilitated artwork upload with clear instructions
  • Design customization tools for a user-friendly experience
  • Organized categories for a clearer service presentation
  • Reduced friction in the customer journey from selection to submission

How it fits the order workflow

This project not only made the ordering easier but also aligned well with the client’s operational workflow. Customers could easily move from quoting and proofing stages to actual production and fulfillment, thus creating a more integrated approach to order processing.

Outcome

Outcomes and Results

The enhancements significantly raised the order completion rates. Customers found it easier to navigate the site, select products, and engage with the design options available. This led to an improved customer satisfaction rate as users experienced a more fluid ordering process.

Conclusion

Cmsmart's contributions highlighted the importance of user-centered design in e-commerce, particularly in the print industry, where the customer’s ability to visualize and create their products plays a vital role in their purchasing decisions.

What the workflow covers

  • Faster product discovery

    Clearer categories and pathways help shoppers find the right print product quickly, reducing drop-offs caused by confusing navigation.

  • Smoother ordering journey

    Guides customers step-by-step through selecting options, understanding requirements, and completing checkout with fewer pauses and questions.

  • Fewer missing artwork files

    Encourages correct file submission and reduces the common back-and-forth that delays proofing and production.

  • Cleaner handoff to production

    Orders arrive more complete and consistent, making it easier for your team to start work without re-checking specs and chasing details.

  • Improved proofing flow

    Supports a structured path from artwork intake to proof review, helping teams keep orders moving and customers informed.

  • More consistent customer communication

    Enables timely updates across ordering stages so customers feel confident and send fewer status requests.

  • Higher order completion confidence

    A clearer, more intuitive experience reduces friction and helps customers finish their purchase with fewer errors and less uncertainty.

  • Scales with catalog complexity

    Works well as you add more print products, options, and custom design variations, without turning the storefront into a maze.

Questions about this project

It’s ideal for print shops and custom design sellers who take online orders for items like cards, banners, labels, and personalized materials, especially when customers must choose options and upload artwork.

The workflow focuses on reducing confusion around file submission by clarifying the steps and required details. For best results, use a paid plan to add monitoring and ensure uploads and notifications stay reliable.

Typically yes. The approach is to improve discoverability and navigation by adjusting how products are grouped and how options are presented, without needing to replace your full storefront.

Have your product list, option sets (size, paper, finish, quantity), category structure, artwork requirements, and your current process from quote to production. This makes configuration faster and cleaner.

It supports a more structured journey from order to proofing by ensuring orders arrive with the right specs and files. If you want advanced status tracking and reminders, a paid plan is recommended.

Yes, you can set up customer notifications at key steps (confirmation, artwork received, proof ready, and fulfillment). For stability and deliverability controls, consider a paid plan.

Yes. It’s designed to guide customers through clear paths—either selecting a standard print product or requesting a more customized design—so each order arrives with the right details for production.

By guiding customers to provide complete specifications and correct files upfront, your team spends less time chasing missing info and re-checking details before sending work into production.

It can be adapted to support quote-first journeys and then convert into an order once approved. If you need more complex routing and approvals, a paid plan helps with advanced logic and oversight.

Many businesses see immediate gains once categories and ordering steps are clearer. Results depend on how complex your catalog is and how consistently you maintain product options and instructions over time.

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