How might we make it easier for
businesses to choose, customise and
order branded merchandise online?

I worked on shaping the customer experience for Fanisi's digital ordering journey, helping turn a traditionally manual purchasing process into a structured online flow.

For a business customer, ordering branded merchandise often involves back-and-forth conversations to figure out what they want, how much it costs, what it will look like, and when they’ll get it. This can make the process slow and uncertain.

How might we turn a conversation-heavy purchase into a guided experience? The experience needed to help customers make decisions without needing a salesperson to explain every step.

The customer shouldn't need to explain their requirements in a message. We turned those requirements into structured decisions.

Pricing was a key trust moment. Instead of giving customers a single unexplained number, the experience breaks the cost down.

Price isn't the only uncertainty. Customers also need confidence in what they're actually ordering.

Instead of asking customers to explain what they need, make the process easier by guiding customers through a structured decision-making flow.

The experience brings the decisions customers normally make through conversations into one guided journey.

So how might we make it easier for businesses to choose, customise and order branded merchandise online?

By replacing the back-and-forth with a guided experience where customers can choose, customise and order in one place.