The BREME Method
A vague feeling that something is off, turned into a score out of thirty.
Six pillars, five points each. Every journey gets a score, every score carries evidence, and every gap lands in a ranked plan.
Most experience reviews produce opinions. The scorecard produces an argument nobody in the room can wave away.
Each pillar is scored from one to five for every journey in scope, and each score is written against evidence: what a stakeholder said, what the data showed, what actually happened when we followed a customer through the process.
A score of thirty is theoretical. In practice most organisations land somewhere between fourteen and twenty two, and the interesting part is never the total. The interesting part is which two pillars are dragging, because those two explain most of what leadership has been arguing about for years.
The six pillars
What each pillar is actually asking.
How the method is applied
The BREME engagement is structured and deliberate.
Discover
Interviews with the people who touch the journey, plus a proper look at your data, your existing flows and your support volume.
Map
A facilitated session mapping what customers actually experience, rather than the journey drawn on the process document.
Analyse
Every point of friction scored against the six BREME pillars, with evidence sitting behind each score.
Prioritise
A facilitated session ranking what to fix first, separating quick wins from the structural work.
Roadmap
A written ninety day plan with owners, effort estimates and the measure that will tell you each fix worked.
Present
Final delivery to your leadership team, so the decisions get made in the room rather than in a follow-up email.
Curious what your score would be?
The first conversation covers the two or three pillars most likely to be dragging, based on what you already know about your own organisation.