Sizzling Success in Customer Experience Revamp of Online Ordering at Outback

Sizzling Success in Customer Experience Revamp of Online Ordering at Outback

Yinnette Olivo
This Digital Transformation dives into Outback Steakhouse's groundbreaking journey in integrating online ordering, revolutionizing customer experience through cutting-edge UX design. This case study showcases how strategic user-centered approaches and innovative technology can transform a traditional restaurant into a digital frontrunner, setting new industry benchmarks in customer service and business efficiency.

A Case Study for Outback Steakhouse Online Ordering System

Executive Summary

This case study explores the successful implementation of an online ordering system at Outback Steakhouse, a venture by Bloomin’ Brands. It delves into the challenges, strategies, and outcomes of the project, emphasizing the role of user-centric design and technological innovation in enhancing customer experience and business performance.


In an era where digital convenience is paramount, Outback Steakhouse embarked on a transformative journey to integrate an online ordering system. This initiative aimed to align the brand with emerging market trends and customer preferences, highlighting the significance of UX design in the technological and business domains.

Client Background

Bloomin’ Brands, the parent company of Outback Steakhouse, recognized the need to adapt to the rapidly evolving digital landscape. This recognition sparked the inception of a project that would not only revolutionize the way customers interacted with the brand but also set new standards in the restaurant industry.

Project Goals

The project was anchored on three primary objectives:

  1. Ease of Use: Crafting an intuitive and user-friendly online ordering platform.
  2. Speed of Service: Ensuring efficient and swift order processing.
  3. Accessibility: Facilitating order placement from a variety of devices and locations.

Approach and Methodology

A customer-centric approach was at the heart of the project, guided by principles of UX research and design thinking. The process involved:

  • Customer Development Exercises: To challenge existing business models and deeply understand customer needs.
  • Creation of Consumer Personas: Tailoring the UX to suit diverse customer profiles, such as “The Busy Professional” and “The Homebody.”
  • Iterative Design and Testing: Continuously refining the system based on real user feedback.

Key Findings and Solutions

User-Centric Design

The design emphasized ease of navigation, clear menu presentations, and a streamlined checkout process, resonating with the identified consumer personas.

Technology Integration

The system was equipped with advanced ordering capabilities, digital payment options, and real-time order tracking, reflecting significant technological advancement.

Significance and Impact

In the Technological Domain

  • Innovative User Interface: The project set a new benchmark for UX/UI design in the restaurant industry.
  • Seamless Technology Integration: The incorporation of real-time tracking and online ordering represented a leap in digital service delivery.

In the Business Domain

  • Improved Customer Experience: The system led to heightened customer satisfaction and loyalty.
  • Growth in Sales and Reach: The digital ordering option tapped into new markets, expanding the brand’s customer base.
  • Brand Differentiation: The initiative positioned Outback Steakhouse as an innovator in a competitive industry.


The Outback Steakhouse online ordering system exemplifies the profound impact of user-centered design and technological integration in business growth and customer service enhancement. The project not only elevated the dining experience but also significantly contributed to the brand’s market positioning and revenue growth. As a case study, it serves as an inspirational model for businesses aiming to leverage digital technology to improve customer engagement and operational efficiency.