We connect information with action

We help you turn research into decisions that actually work for people —fueling innovation, clarity and long-term growth.

Discover how we do it

At Lateral Strategy, we help organizations make smarter decisions by deeply understanding their customers.

Through strategic research, facilitation, and tailored training, we turn complexity into insight—and insight into strategies that serve real people. We uncover truer human needs, spark new thinking, and guide teams to co-create solutions that are meaningful for their users. As long-term partners, we bridge the gap between research and impact—helping teams design solutions rooted in the customer experience, and aligned with how people think, feel, and decide.

Our Process

Innovation development IS the big bet, where most business growth begins nowadays

Acknowledging the importance of having insight drive innovation, our process untangles complexity while facilitating a shared understanding of the challenges and unveiling potential solutions. This discipline has made a radical difference in outcomes for our clients.

Project Kickoff

This is the moment when, as a client, you discuss your burning questions with us! Information is exchanged and decisions are made regarding how to best tackle your project to address your specific needs. During Kickoff, some clients choose to empower their teams by providing training on the essential mindsets necessary for enhancing customer experiences.

Insight Discovery

During this phase, we gather insights from customer experience, behavioral patterns, and relevant facts within our target audience, and we distill this information. Subsequently, we present your team with these valuable insights, which serve as an actionable guiding compass throughout the solution-creation process.

Design, Co-create & Develop

Our unique Solution Design Facilitation workshops take place here! During these collaborative sessions, we work closely with your team to generate innovative solutions for your customer experience challenges. The most promising solutions are singled out for further refinement.

Prep for Innovation Launch

At this stage, we work with you to evolve top solutions into fully fleshed-out ideas. We meticulously refine and prepare them for implementation. We help empower both internal and external users for a smooth transition by setting clear expectations and emphasizing the positive impact of your customer-centric solutions.

Keep in mind that regardless of where you are in the innovation process, we can always step in and trace back the path that was followed so that if misguided, your team can effectively pivot towards the right direction.

Case Studies

How an insurance company increased claims satisfaction 48%

Client: Property Insurance Company

Redesigning the experience of an oncology patient support program

Client: Pharmaceutical Company

Embedding co-creation into public institutions to deliver fairer and more efficient labor justice

Client: TECLAB

How a dealership network turned frontline employees into its most powerful innovation engine

Client: Dealership Network (Auto Retail)

How Colgate-Palmolive transformed a nostalgic value brand into a modern expression of care for a new generation of families

Client: Colgate-Palmolive

Our Services

Research

Training

Facilitation

Testimonials

Lateral Strategy was a key strategic partner for Brands of Americas and Alexandra is someone we continue to work with. She makes sure the voice of the consumer is always present in the room. She also helps teams create long lasting innovation capabilities. We are stronger because we work with Lateral Strategy.

Alan Taveras

Founder of Brands of America

Thank you for the opportunity to learn as a team the LUMA tools for Human-Centered Design. The products developed by TECLAB, with our clients’ needs as the main focus, have achieved great resonance and success.

José Alonso Diaz

TECLAB Project Institutional Liaison in The Ergo Group

We have had great success at Cox Enterprises and our family of companies in embracing HCD, but only through a combination of hard work and great partners like Mural and LUMA Institute. Ensuring we have “change agents” on each and every team, has been a key to our success.

Brian Anderson

Senior Director of Enterprise Human-Centered Design (HCD) Program at Cox Enterprises and 2024 Cox Brand Advocate

I found the LUMA Institute Practitioner Certification extremely useful. These tools provide added value to develop solutions that truly make sense for clients, foster more creative ideas, and enable decision-making with a formal yet flexible structure.

Adriana García

Branding Specialist at AGar Estudio

I finally completed my LUMA Institute Practitioner Certification. With over 15 years of Service Design experience, I can say the LUMA System is one of those toolsets I didn’t know I needed. The Certification offers more than mere methods — it offers a language, a repeatable way to bring people together, make decisions, and move from noise to clear signals. It has made me a better HCD practitioner and propelled my career. I now have a repeatable way to innovate and facilitate.

Charlie Fuentes

Digital Services Expert (Research & Designs)

Throughout my career I’ve had the opportunity of working with a lot of researchers, planners and strategists, and my experience with Alexandra was a game changer. Her hands-on process and tools for leading the creative team through the discovery of real insights and the deeper understanding of human truths, allows teams to rethink innovation completely. Without her help, our product launch would not have had such an impact on consumers.

Mara Marrero

In only two days, Lateral Strategy turned an intangible idea in our heads into a concrete, innovative service. Through simple, well-crafted dynamics, they guided us to create our own action plan — which gave the team total clarity and alignment. For our CEO and COO, that alignment brought a rare peace of mind: they could step back from day-to-day execution, confident the team knew exactly how to make it happen.

Eunice Santiago

Working with Alexandra and Lateral Strategy was an absolute pleasure. Their professionalism, mastery of the Human-Centered Design framework, and genuine commitment were key to the success of our CX project. They guided us to create impactful solutions for our clients and fostered unity and personal growth among participants.

Viviana Molinary

Customer experience optimization leader, Triple-S

Alexandra is a highly creative individual with the ability to bring that into the development of insights and strategic approaches for brand communications. She is a strong team player, respected by clients and peers alike for her value added into the work.

Ana Agrelot

VP & Chief Marketing Officer at Encanto Restaurants

Lateral Strategy is a committed professional team with a relentless drive to look for new and better ways to create business value. Their ability to connect with people, combined with their discipline in market research, brings immense value to any team seeking to design innovative, human-centered services and solutions.

Carmen Lamoutte

Director of Customer Success en Wovenware a Maxar Intelligence Company

Alexandra is one of the first experts we call for all our multicultural efforts. Her energy is clear. She leaves participants inspired, and equipped to tackle challenges and opportunities more creatively.

Beth Miller

Executive Director en Creative Education Foundation