Printed.com redesign
I led the UI redesign of Printed.com's eCommerce platform and designed workflow tools that improved task completion, while shaping how the platform works, feels, and scales.
Overview
The challenge
As Lead UI Designer, I took an external agency's initial visual concepts and expanded them across Printed.com's entire e-commerce journey, from product browsing through to artwork upload, order management, and customer service workflows.
Design Process
User-Centered design process
It became clear that Printed.com didn't just need a new fresh website. They needed a digital ecosystem that could take pressure off the phones, streamline artwork handling, and give customers the autonomy they were asking for. Enhancing the artwork upload and editing process became a crucial step in this shift, helping reduce repetitive support requests and allowing customers to resolve common issues themselves while easing the workload on the customer service team.
The Solution
Designing a Cohesive End‑to‑End Experience
The external agency set the visual foundation. My job was to make it work at product scale, extending the design language across every screen, state, and edge case they never had to solve. This meant designing the complete purchase flow, the artwork upload and customisation tools, and the step-by-step ordering interface that replaced phone-based support with genuine customer autonomy.
Central to this was a centralised order-tracking and artwork-management system, giving the customer service team real-time visibility of every job and replacing the inbox chaos that had been slowing the business down.
Impact & Results
A system‑led transformation
The result replaced a workflow held together by phone calls and emails with one customers could navigate entirely on their own. Order tracking, artwork submission, revision requests were all self-serve and visible in real time.
Internally, the customer service team regained hours previously lost to manual chasing. Every screen that shipped was mine.
Printed.com continues to trade today as one of the UK's leading online print platforms. The design work delivered in 2015 supported the business through a significant period of growth before the platform was later evolved by subsequent teams.
Visit the Printed.com website