Identify and Fix Customer Experience
and Journey Gaps Driving Drop-Offs
Most organizations already have:
Customer data and feedback
Digital experiences that “mostly” work
Messaging that makes sense internally
But customers experience:
Confusing journeys
Inconsistent messaging
Friction in the conversion funnel
These issues directly impact conversion rates, retention, and revenue.
My approach focuses on rapid customer journey analysis and conversion optimization—without long consulting engagements.
And, while most consultants focus either on the user experience or the content, my unique expertise in both content strategy and CX enables me to provide a holistic analysis, maximizing impact to drive fast results.
About Rebecca Farabaugh, Founder and Principal of Lighten Up
Rebecca Farabaugh helps organizations improve conversion, retention, and customer satisfaction by identifying and fixing breakdowns in the customer experience.
With more than 20 years of experience in marketing, insights, brand strategy and customer experience, she specializes in turning complex data and customer feedback into simple, actionable recommendations that drive results. Her work combines customer experience strategy, messaging, and human-centered design to quickly uncover friction across digital journeys—from websites and onboarding to campaigns and internal processes.
Through fast, focused sprints—including CX diagnostics, voice-of-customer insights, and journey optimization—Rebecca helps teams understand what’s not working, why it matters, and how to fix it.
She holds a Master’s in Marketing Science from the University of Pittsburgh Katz School of Business, is a LUMA-certified human-centered design practitioner, and is a graduate of the EDGE Women’s Leadership Program through EDGE Leadership Solutions.
Contact us
Interested in working together? Fill out some info and we will be in touch shortly. We can’t wait to hear from you!