Business Transformation for Streamlined Online Printing and Design Services

Context and Challenge

The client provides a wide range of printing services, allowing customers to design and order custom products online. However, the original ordering process faced challenges, including unclear service discovery, complicated design upload options, and a catalog that was difficult to navigate. There was a need for a more efficient and user-friendly online experience to meet the expectations of modern customers and to enhance overall service delivery.

Goals

The primary objectives were to improve the online ordering flow, enhance the discoverability of services, and reduce friction associated with design uploads. By simplifying these processes, the client aimed to boost customer satisfaction and streamline operations.

Solution Overview

Cmsmart delivered a comprehensive solution by redesigning the online catalog to provide clearer categories and easier access to products and services. The newly structured catalog allowed customers to find what they needed quickly, enhancing usability. The design upload process was optimized, enabling customers to upload their files seamlessly while providing real-time design previews, which improved the overall customer journey.

Key Capabilities

• Streamlined online ordering for various print products
• Enhanced product configuration options
• Simplified artwork upload capabilities
• Clearer service categories for easier navigation
• Improved customer flow through a more intuitive user experience

Implementation Approach

The implementation involved several high-level phases, starting with a thorough assessment of the existing website architecture. Following this, Cmsmart collaborated with the client to map out an optimized user journey, focusing on the core areas of service discoverability and design upload processes. These adjustments led to the development of a more organized and visually appealing catalog.

Outcomes and Results

The integrated solution resulted in a significant enhancement of the online ordering experience. Customers were able to navigate the site with greater ease and engage in the personalization of their products without unnecessary complications. This transformation not only improved customer satisfaction but also positioned the client to better meet the demands of a competitive market.

Client Workflow Integration

This enhanced online experience fits seamlessly into the client's workflow, allowing for a smooth transition from customer quote requests to artwork proofing, followed by production and fulfillment, thus ensuring that the entire print order process is efficient and responsive to customer needs.