The Authentic Brand Studio | Customer Research, UX & Experience Systems
Customer Research, UX & Experience Systems

Understand your customers.
Improve their experience.

Customer research, website and journey reviews, and practical systems that help product teams, e-commerce brands, and service businesses reduce friction and improve the customer experience.

Experience
  • Over 7 years of experience in UX research and product management
  • Master’s in Communication & Technology, Georgetown University
  • Consumer-brand founder

I help businesses understand what customers need, identify where their experience becomes confusing or breaks down, and create clearer processes for acting on what they learn.

Whether you need to hear directly from customers, review a website or service journey, or build a more consistent way to collect and use feedback, we start with the decision or experience you want to improve.

Services
01

Customer Interviews & Insights

A focused qualitative research project built around a specific customer or business question.

What this can include
  • Research planning and interview-guide development.
  • Customer interviews.
  • Analysis of recurring themes, needs, frustrations, and decision-making patterns.
  • Findings supported by customer quotes.
  • Clear implications for your product, website, messaging, or customer experience.
  • A findings presentation and discussion.

Best for: Teams that need to understand customers before making a product, marketing, website, or service decision.

Ask about a research project →
02

Website & Customer Journey Review

A focused review of a key website or service journey to identify friction, confusion, and opportunities to improve the experience.

What this can include
  • Review of selected journeys, such as discovering a product, submitting an inquiry, booking a service, onboarding, or completing a purchase.
  • Identification of confusing steps, unclear language, broken paths, and observable functionality issues.
  • Documentation of findings and prioritized recommendations.
  • Recommendations for clearer messaging, navigation, flow, and next steps.

Best for: E-commerce brands, service businesses, and product teams that suspect customers are dropping off, getting confused, or not taking the next step.

Ask about a website or journey review →
03

Customer Experience Systems

For businesses that want to move from scattered feedback and inconsistent processes to a clearer, repeatable way of serving customers.

What this can include
  • Mapping a core customer journey, such as inquiry, onboarding, service delivery, follow-up, or repeat purchase.
  • Identifying gaps, handoff issues, unclear ownership, and recurring friction.
  • Designing a simpler workflow with clear steps and responsibilities.
  • Creating customer-facing templates, message frameworks, intake questions, and follow-up sequences.
  • Developing internal SOPs, checklists, and documentation.
  • Building a simple feedback-collection and review process.

Best for: Service businesses, wellness brands, e-commerce teams, and growing businesses that want a more consistent customer experience without relying on the owner’s memory.

Ask about experience systems →
Who I help

E-commerce and consumer brands

Understand what matters to customers and improve how they discover products, understand value, navigate purchase steps, and return after buying.

Service businesses

Understand prospective and existing clients, then improve how people explore services, submit inquiries, get onboarded, and move through the customer journey.

Product teams and agencies

Add qualitative research, website-review capacity, and customer-experience perspective to support customer-facing decisions.

Taylor Rachelle
About

A research foundation.
A product-informed perspective.

I bring over seven years of experience across UX research and product management, including work in regulated corporate environments, along with a master’s degree in Communication & Technology from Georgetown University.

My work has centered on understanding customer needs and translating them into product decisions, requirements, and experience improvements. Through The Authentic Brand Studio, I now help businesses use customer insight to improve digital experiences and build clearer customer-facing systems.

Alongside my corporate experience, I have supported consumer businesses with brand strategy and digital experiences, and I have developed my own consumer-product brands. That gives me an additional perspective on how businesses communicate value and create a cohesive customer experience.

Much of my research experience comes from internal corporate work that I cannot share publicly. I’m happy to discuss my approach and relevant experience while respecting confidentiality.

Process

How we work together

  1. 01

    Clarify the goal

    We discuss the decision you are making, the customer question you need answered, or the journey you want to improve.

  2. 02

    Agree on scope

    We define the approach, access requirements, deliverables, timeline, and any systems or tools involved.

  3. 03

    Investigate and design

    Depending on the project, I conduct customer research, review the experience, and identify friction and opportunities.

  4. 04

    Deliver clarity and next steps

    You receive documented findings, prioritized recommendations, and, when applicable, workflow, template, or systems recommendations.

After delivery

Findings and recommendations are prepared for the people who need to act on them: your product team, designer, developer, operations lead, or business owner. Implementation, retesting, and ongoing support can be scoped separately.

FAQ

Frequently asked questions

Can we work together on an ongoing basis?+

Yes. Ongoing support can include recurring customer research, website or journey reviews, feedback analysis, and experience-systems improvements. We agree on priorities, capacity, and deliverables in advance.

Do you implement website fixes?+

My core service is research, review, recommendations, and systems design. Development, CRM setup, and automation are not included, though I can document requirements or collaborate with your implementation team.

Can you build SOPs and templates?+

Yes. For customer-experience systems projects, I can create workflows, customer-facing templates, internal checklists, SOPs, and documentation based on the agreed scope.

How are interview participants recruited?+

Recruitment responsibilities, participant criteria, and incentives are agreed during scoping.

Can you share previous corporate research?+

Much of my previous work is confidential. I can discuss my approach and relevant responsibilities within those boundaries.

How is pricing determined?+

Pricing is based on the agreed question, scope, access requirements, deliverables, and level of implementation support.

Let’s improve the customer experience.

Tell me a little about your business and the customer question, website journey, or process you want help with.

Start a conversation