{"id":4820,"date":"2019-02-16T18:57:00","date_gmt":"2019-02-16T13:27:00","guid":{"rendered":"https:\/\/laveshsumant.com\/?p=4820"},"modified":"2026-08-13T21:16:35","modified_gmt":"2026-08-13T15:46:35","slug":"onesupport","status":"publish","type":"post","link":"https:\/\/laveshsumant.com\/index.php\/2019\/02\/16\/onesupport\/","title":{"rendered":"Designing OneSupport: Unifying Global Medical Complaint Management at Scale"},"content":{"rendered":"\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-8f761849 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p class=\"wp-block-paragraph\"><strong>Product:<\/strong> Enterprise Web Application (SaaS)<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Industry:<\/strong> Healthcare Devices<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Timeline:<\/strong> March 2018 \u2013 December 2018<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Role:<\/strong> Senior UX Designer \/ Experience Lead<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Client:<\/strong> Getinge (Global Healthcare Technology Company)<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Location:<\/strong> Onsite &#8211; New Jersey&nbsp;<\/p>\n\n\n\n<div style=\"height:60px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n<\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-serano-gutenberg-container content-row dark-section full row_padding_top row_padding_bottom row_padding_left row_padding_right has-animation\" data-bgcolor=\"#18274b\" style=\"text-align:left\">\n<div class=\"wp-block-serano-gutenberg-container content-row dark-section normal\" data-bgcolor=\"#18274b\" style=\"text-align:left\">\n<h3 class=\"wp-block-heading\">Executive Summary<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Getinge OneSupport was redesigned to address critical breakdowns in how healthcare professionals and internal teams managed equipment complaints, patient-impact events, and regulatory reporting across global markets.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The core challenge was not visual modernisation\u2014but <strong>reducing risk, error, and time-to-resolution<\/strong> in a highly regulated, high-stress environment where incomplete or incorrect data could directly impact patient safety and FDA compliance.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">As the UX lead, I owned the <strong>end-to-end experience strategy<\/strong>, from research and information architecture through execution, validation, and stakeholder alignment. I worked closely with quality, compliance, engineering, and business leaders to ensure the design met regulatory obligations while significantly improving usability and operational efficiency.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>High-level impact included:<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Faster complaint creation and review cycles<\/li>\n\n\n\n<li>Improved data completeness for regulatory reporting<\/li>\n\n\n\n<li>Reduced cognitive load for frontline healthcare users<\/li>\n\n\n\n<li>Increased confidence and trust in complaint workflows across teams<\/li>\n<\/ul>\n<\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-serano-gutenberg-container content-row light-section full row_padding_top row_padding_bottom row_padding_left row_padding_right has-animation\" data-bgcolor=\"#eae3e3\" style=\"text-align:left\">\n<div class=\"wp-block-serano-gutenberg-container content-row light-section normal\" data-bgcolor=\"#eae3e3\" style=\"text-align:left\">\n<h3 class=\"wp-block-heading\">Business Problem &amp; Market Context<\/h3>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h5 class=\"wp-block-heading\">Core Business Challenges<\/h5>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Complaint submission was <strong>slow, fragmented, and error-prone<\/strong><\/li>\n\n\n\n<li>Critical data (UDI, product, patient impact) was often missing or inconsistent<\/li>\n\n\n\n<li>Existing workflows mirrored internal systems, not real hospital environments<\/li>\n\n\n\n<li>High dependency on training and tribal knowledge<\/li>\n<\/ul>\n\n\n\n<div style=\"height:20px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h5 class=\"wp-block-heading\">Regulatory &amp; Enterprise Constraints<\/h5>\n\n\n\n<ul class=\"wp-block-list\">\n<li>FDA complaint handling requirements (data accuracy, traceability, auditability)<\/li>\n\n\n\n<li>Integration with Trackwise for complaint status and lifecycle management<\/li>\n\n\n\n<li>Multi-role usage (hospital staff, service techs, quality teams, internal reviewers)<\/li>\n\n\n\n<li>Offline and low-connectivity usage in hospital basements and restricted areas<\/li>\n<\/ul>\n\n\n\n<div style=\"height:20px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h5 class=\"wp-block-heading\">Why This Mattered to the Business<\/h5>\n\n\n\n<p class=\"wp-block-paragraph\">Complaint handling is not a support feature\u2014it is a <strong>core risk and compliance function<\/strong>. Inefficiencies increased regulatory exposure, delayed investigations, and reduced trust with hospital partners.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Improving this experience had direct implications for:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Compliance readiness<\/li>\n\n\n\n<li>Operational efficiency<\/li>\n\n\n\n<li>Brand credibility in life-critical environments<\/li>\n<\/ul>\n<\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-serano-gutenberg-container content-row dark-section full row_padding_top row_padding_bottom row_padding_left row_padding_right has-animation\" data-bgcolor=\"#495b69\" style=\"text-align:left\">\n<div class=\"wp-block-serano-gutenberg-container content-row dark-section normal\" data-bgcolor=\"#495b69\" style=\"text-align:left\">\n<h3 class=\"wp-block-heading\">UX Strategy &amp; Design Vision<\/h3>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h5 class=\"wp-block-heading\">Experience Vision<\/h5>\n\n\n\n<p class=\"wp-block-paragraph\">Design a <strong>guided, confidence-building complaint workflow<\/strong> that adapts to user expertise while ensuring regulatory completeness\u2014without overwhelming the user.<\/p>\n\n\n\n<div style=\"height:20px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h5 class=\"wp-block-heading\">Strategic Principles<\/h5>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Progressive disclosure over dense forms<\/strong><\/li>\n\n\n\n<li><strong>Guided flows for new users, efficiency paths for experts<\/strong><\/li>\n\n\n\n<li><strong>Design for worst-case environments<\/strong> (stress, interruptions, low bandwidth)<\/li>\n\n\n\n<li><strong>Compliance by design<\/strong>, not compliance by training<\/li>\n<\/ul>\n\n\n\n<div style=\"height:20px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h5 class=\"wp-block-heading\">Key Hypotheses<\/h5>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Step-based guidance would reduce form abandonment and errors<\/li>\n\n\n\n<li>Explicit review and confirmation would improve data accuracy<\/li>\n\n\n\n<li>Clear status visibility would reduce follow-up requests and escalations<\/li>\n<\/ul>\n\n\n\n<div style=\"height:20px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h5 class=\"wp-block-heading\">Success Metrics<\/h5>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Time to submit a complete complaint<\/li>\n\n\n\n<li>Reduction in incomplete or returned complaints<\/li>\n\n\n\n<li>User-reported confidence and clarity<\/li>\n\n\n\n<li>Internal quality team efficiency<\/li>\n<\/ul>\n<\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-serano-gutenberg-container content-row dark-section full row_padding_top row_padding_bottom row_padding_left row_padding_right has-animation\" data-bgcolor=\"#171717\" style=\"text-align:left\">\n<div class=\"wp-block-serano-gutenberg-container content-row dark-section normal\" data-bgcolor=\"#171717\" style=\"text-align:left\">\n<h3 class=\"wp-block-heading\">User Research &amp; Insights<\/h3>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-8f761849 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<h5 class=\"wp-block-heading\">Research Methods<\/h5>\n\n\n\n<ul class=\"wp-block-list\">\n<li>12 in-depth on-site interviews (45 minutes each)<\/li>\n\n\n\n<li>Task-based walkthroughs of existing systems<\/li>\n\n\n\n<li>Card sorting workshops for complaint structure<\/li>\n\n\n\n<li>Contextual inquiry in hospital environments<\/li>\n<\/ul>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<h5 class=\"wp-block-heading\">Key User Groups<\/h5>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Hospital administrators and clinicians<\/li>\n\n\n\n<li>Service technicians<\/li>\n\n\n\n<li>Quality and complaint management teams<\/li>\n\n\n\n<li>Internal Getinge support and compliance teams<\/li>\n<\/ul>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<h5 class=\"wp-block-heading\">Critical Insights<\/h5>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Users rarely had all the information upfront (UDI, serial numbers, install dates)<\/li>\n\n\n\n<li>Fear of \u201cdoing it wrong\u201d slowed submissions more than system complexity<\/li>\n\n\n\n<li>Experienced users wanted speed; new users wanted reassurance<\/li>\n\n\n\n<li>Review and confirmation were essential for confidence, not friction<\/li>\n<\/ul>\n<\/div>\n<\/div>\n\n\n\n<div style=\"height:20px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"wp-block-paragraph\">These insights directly shaped the <strong>step-by-step vs expert mode<\/strong>, field optionality, and review flows.<\/p>\n<\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-serano-gutenberg-container content-row dark-section full row_padding_top row_padding_bottom row_padding_left row_padding_right has-animation\" data-bgcolor=\"#000000\" style=\"text-align:left\">\n<div class=\"wp-block-serano-gutenberg-container content-row dark-section normal\" data-bgcolor=\"#000000\" style=\"text-align:left\">\n<h3 class=\"wp-block-heading\">Experience Architecture &amp; Journey Design<\/h3>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h5 class=\"wp-block-heading\">Journey Highlights<\/h5>\n\n\n\n<p class=\"wp-block-paragraph\">The complaint flow was re-architected into <strong>logical, decision-driven stages<\/strong>:<\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li>Entry &amp; intent selection (guided vs all fields)<\/li>\n\n\n\n<li>General issue context<\/li>\n\n\n\n<li>Customer\/facility information<\/li>\n\n\n\n<li>Patient impact (when applicable)<\/li>\n\n\n\n<li>Product and UDI capture<\/li>\n\n\n\n<li>Comments, attachments, and evidence<\/li>\n\n\n\n<li>Review, confirmation, and submission<\/li>\n<\/ol>\n\n\n\n<div style=\"height:20px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h5 class=\"wp-block-heading\">Key Friction Points Addressed<\/h5>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Overloaded single-page forms<\/li>\n\n\n\n<li>Mandatory fields that users could not realistically provide<\/li>\n\n\n\n<li>Lack of clarity on progress and completion<\/li>\n\n\n\n<li>No clear moment of confirmation or ownership<\/li>\n<\/ul>\n\n\n\n<div style=\"height:20px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h5 class=\"wp-block-heading\">Trade-offs<\/h5>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Slightly longer guided flows in exchange for higher data quality<\/li>\n\n\n\n<li>Optional fields surfaced contextually instead of enforced upfront<\/li>\n<\/ul>\n\n\n\n<div style=\"height:50px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"614\" src=\"http:\/\/laveshsumant.com\/wp-content\/uploads\/2019\/05\/OS-Design-Workshop_Page_21-1024x614.jpg\" alt=\"\" class=\"wp-image-4852\" srcset=\"https:\/\/laveshsumant.com\/wp-content\/uploads\/2019\/05\/OS-Design-Workshop_Page_21-1024x614.jpg 1024w, https:\/\/laveshsumant.com\/wp-content\/uploads\/2019\/05\/OS-Design-Workshop_Page_21-300x180.jpg 300w, https:\/\/laveshsumant.com\/wp-content\/uploads\/2019\/05\/OS-Design-Workshop_Page_21-768x461.jpg 768w, https:\/\/laveshsumant.com\/wp-content\/uploads\/2019\/05\/OS-Design-Workshop_Page_21.jpg 1200w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n<\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-serano-gutenberg-container content-row light-section full row_padding_top row_padding_bottom row_padding_left row_padding_right has-animation\" data-bgcolor=\"#eae3e3\" style=\"text-align:left\">\n<div class=\"wp-block-serano-gutenberg-container content-row light-section normal\" data-bgcolor=\"#eae3e3\" style=\"text-align:left\">\n<h3 class=\"wp-block-heading\">Design Execution<\/h3>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-8f761849 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<h5 class=\"wp-block-heading\">Interaction Design<\/h5>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Clear step indicators to reduce anxiety and improve orientation<\/li>\n\n\n\n<li>Explicit decision points (e.g., injury occurred, UDI known)<\/li>\n\n\n\n<li>Contextual help and alternative paths (search vs manual entry)<\/li>\n<\/ul>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<h5 class=\"wp-block-heading\">Visual &amp; Component Strategy<\/h5>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Enterprise-grade UI prioritising clarity over decoration<\/li>\n\n\n\n<li>Consistent form patterns across modules<\/li>\n\n\n\n<li>Status colour usage aligned with operational urgency, not branding alone<\/li>\n<\/ul>\n<\/div>\n<\/div>\n\n\n\n<div style=\"height:20px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-8f761849 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<h5 class=\"wp-block-heading\">Accessibility &amp; Scalability<\/h5>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Readable typography and contrast for clinical environments<\/li>\n\n\n\n<li>Touch-friendly controls for tablet usage<\/li>\n\n\n\n<li>Scalable layout from desktop to constrained screens<\/li>\n<\/ul>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<h5 class=\"wp-block-heading\">Collaboration<\/h5>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Close partnership with engineering to align on Trackwise dependencies<\/li>\n\n\n\n<li>Continuous alignment with quality and regulatory stakeholders<\/li>\n\n\n\n<li>Iterative reviews with business owners to manage scope and risk<\/li>\n<\/ul>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-serano-gutenberg-container content-row dark-section full row_padding_top row_padding_bottom row_padding_left row_padding_right has-animation\" data-bgcolor=\"#171717\" style=\"text-align:left\">\n<div class=\"wp-block-serano-gutenberg-container content-row dark-section normal\" data-bgcolor=\"#171717\" style=\"text-align:left\">\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-8f761849 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<h4 class=\"wp-block-heading\">Desktop Wireframes<\/h4>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<h4 class=\"wp-block-heading\">Tablet Wireframes<\/h4>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<h4 class=\"wp-block-heading\">Mobile Wireframes<\/h4>\n<\/div>\n<\/div>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-8f761849 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<div class=\"button-wrap small-btn left \"><div class=\"icon-wrap parallax-wrap\"><div class=\"button-icon parallax-element\"><i class=\"arrow-icon-down\"><\/i><\/div><\/div><a target=\"_blank\" href=\"https:\/\/j4d43h.axshare.com\/\"><div class=\"button-text sticky left\"><span data-hover=\"View\">View<\/span><\/div><\/a><\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<div class=\"button-wrap small-btn left \"><div class=\"icon-wrap parallax-wrap\"><div class=\"button-icon parallax-element\"><i class=\"arrow-icon-down\"><\/i><\/div><\/div><a target=\"_blank\" href=\"https:\/\/si3zej.axshare.com\/prototype\/login\/si3zej\"><div class=\"button-text sticky left\"><span data-hover=\"View\">View<\/span><\/div><\/a><\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<div class=\"button-wrap small-btn left \"><div class=\"icon-wrap parallax-wrap\"><div class=\"button-icon parallax-element\"><i class=\"arrow-icon-down\"><\/i><\/div><\/div><a target=\"_blank\" href=\"https:\/\/1pbxut.axshare.com\/prototype\/login\/1pbxut\"><div class=\"button-text sticky left\"><span data-hover=\"View\">View<\/span><\/div><\/a><\/div>\n<\/div>\n<\/div>\n\n\n\n<div style=\"height:20px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-8f761849 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p class=\"wp-block-paragraph\">Use password- <strong>Pa55W0rd<\/strong><\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p class=\"wp-block-paragraph\">Use password- <strong>Pa55W0rd<\/strong><\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p class=\"wp-block-paragraph\">Use password- <strong>Pa55W0rd<\/strong><\/p>\n<\/div>\n<\/div>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<pre class=\"wp-block-preformatted\">Some wireframes and detailed flows for this case study are hosted externally and are password-protected to respect client confidentiality and data sensitivity.<\/pre>\n<\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-serano-gutenberg-container content-row light-section full row_padding_top row_padding_bottom row_padding_left row_padding_right has-animation\" data-bgcolor=\"#ffffff\" style=\"text-align:left\">\n<div class=\"wp-block-serano-gutenberg-container content-row light-section normal\" data-bgcolor=\"#ffffff\" style=\"text-align:left\">\n<h3 class=\"wp-block-heading\">Validation &amp; Iteration<\/h3>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-8f761849 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<h5 class=\"wp-block-heading\">Validation Methods<\/h5>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Task-based usability testing with representative users<\/li>\n\n\n\n<li>Iterative prototype reviews with internal teams<\/li>\n\n\n\n<li>Scenario testing for incomplete and edge-case data<\/li>\n<\/ul>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<h5 class=\"wp-block-heading\">Key Iterations<\/h5>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Simplified language around regulatory concepts<\/li>\n\n\n\n<li>Improved visibility of \u201cwhat happens next\u201d after submission<\/li>\n\n\n\n<li>Enhanced review screen to support final confidence checks<\/li>\n<\/ul>\n<\/div>\n<\/div>\n\n\n\n<div style=\"height:20px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"wp-block-paragraph\">Design decisions consistently prioritised <strong>risk reduction over visual preference<\/strong>.<\/p>\n<\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-serano-gutenberg-container content-row dark-section full row_padding_top row_padding_bottom row_padding_left row_padding_right has-animation\" data-bgcolor=\"#18274b\" style=\"text-align:left\">\n<div class=\"wp-block-serano-gutenberg-container content-row dark-section normal\" data-bgcolor=\"#18274b\" style=\"text-align:left\">\n<h3 class=\"wp-block-heading\">Business Impact &amp; Measurable Outcomes<\/h3>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h5 class=\"wp-block-heading\">Quantitative Outcomes<\/h5>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Faster complaint submission times<\/li>\n\n\n\n<li>Fewer incomplete or returned complaints<\/li>\n\n\n\n<li>Improved data quality for regulatory review<\/li>\n\n\n\n<li>Reduced internal follow-ups for missing information<\/li>\n<\/ul>\n\n\n\n<div style=\"height:20px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h5 class=\"wp-block-heading\">Qualitative Outcomes<\/h5>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Increased user confidence during submission<\/li>\n\n\n\n<li>Improved trust between hospitals and Getinge support teams<\/li>\n\n\n\n<li>Clearer accountability and ownership across complaint lifecycles<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">UX directly influenced how the business <strong>reframed complaint handling as a guided service<\/strong>, not a compliance burden.<\/p>\n<\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-serano-gutenberg-container content-row light-section full row_padding_top row_padding_bottom row_padding_left row_padding_right has-animation\" data-bgcolor=\"#495b69\" style=\"text-align:left\">\n<div class=\"wp-block-serano-gutenberg-container content-row light-section normal\" data-bgcolor=\"#495b69\" style=\"text-align:left\">\n<h3 class=\"wp-block-heading has-white-color has-text-color has-link-color wp-elements-99b2074d7578ce78a42a006615a1ea0a\">Leadership &amp; Influence<\/h3>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"has-white-color has-text-color has-link-color wp-elements-43187fd20be9e85150df4133dda6761d wp-block-paragraph\">Acted as the single point of UX ownership across modules<\/p>\n\n\n\n<p class=\"has-white-color has-text-color has-link-color wp-elements-a62c4c07e1f1e0cf42f9225376449170 wp-block-paragraph\">Facilitated alignment between compliance, engineering, and business teams<\/p>\n\n\n\n<p class=\"has-white-color has-text-color has-link-color wp-elements-792a6af143645163f4a6566cd495f316 wp-block-paragraph\">Advocated for user-centred trade-offs in a regulation-heavy environment<\/p>\n\n\n\n<p class=\"has-white-color has-text-color has-link-color wp-elements-8e089023d8efe5d13a64facb59081153 wp-block-paragraph\">Helped establish reusable patterns for future enterprise workflows<\/p>\n\n\n\n<p class=\"has-white-color has-text-color has-link-color wp-elements-ef7c1a4c2a3fc6b81fb6e0b2d82f8d23 wp-block-paragraph\">My role extended beyond screens into decision framing, prioritisation, and risk mitigation.<\/p>\n<\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-serano-gutenberg-container content-row dark-section full row_padding_top row_padding_bottom row_padding_left row_padding_right has-animation\" data-bgcolor=\"#171717\" style=\"text-align:left\">\n<div class=\"wp-block-serano-gutenberg-container content-row dark-section normal\" data-bgcolor=\"#171717\" style=\"text-align:left\">\n<h3 class=\"wp-block-heading\">Challenges &amp; Trade-offs<\/h3>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h5 class=\"wp-block-heading\">Constraints<\/h5>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Legacy system integration limitations<\/li>\n\n\n\n<li>Regulatory immovables<\/li>\n\n\n\n<li>Varying user maturity and technical comfort<\/li>\n<\/ul>\n\n\n\n<div style=\"height:20px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h5 class=\"wp-block-heading\">Hard Decisions<\/h5>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Designing for the least-informed user without penalising experts<\/li>\n\n\n\n<li>Accepting controlled complexity where regulatory needs demanded it<\/li>\n\n\n\n<li>Deferring non-critical enhancements to protect core workflows<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">Complexity was managed through <strong>progressive disclosure and intentional defaults<\/strong>.<\/p>\n<\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-serano-gutenberg-container content-row dark-section full row_padding_top row_padding_bottom row_padding_left row_padding_right has-animation\" data-bgcolor=\"#18274b\" style=\"text-align:left\">\n<div class=\"wp-block-serano-gutenberg-container content-row dark-section normal\" data-bgcolor=\"#18274b\" style=\"text-align:left\">\n<h3 class=\"wp-block-heading\">Key Learnings &amp; Reflection<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Compliance-driven UX succeeds when users feel guided, not policed<\/li>\n\n\n\n<li>Confidence is a measurable UX outcome in regulated systems<\/li>\n\n\n\n<li>Enterprise UX leadership is about decision clarity, not interface volume<\/li>\n\n\n\n<li>Designing for worst-case scenarios creates resilience everywhere else<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">This project strengthened my ability to balance <strong>human needs, regulatory rigor, and business reality<\/strong> at scale.<\/p>\n<\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-8f761849 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\"><\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-serano-gutenberg-container content-row light-section full row_padding_top row_padding_bottom has-animation\" data-bgcolor=\"#ffffff\" style=\"text-align:left\">\n<figure class=\"has-parallax has-parallax-content has-animation \" data-delay=\"0\"><img decoding=\"async\" src=\"https:\/\/laveshsumant.com\/wp-content\/uploads\/2026\/01\/LS_L3851.jpg\" alt=\"\"><div class=\"parallax-image-content content-max-width text-align-center\"><div class=\"outer\"><div class=\"inner\"><h1 class=\"has-mask\"><\/h1><\/div><\/div><\/div><\/figure>\n<\/div>\n\n\n\n<div style=\"height:50px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div style=\"height:100px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h4 class=\"wp-block-heading\">Mockups<\/h4>\n\n\n\n<div style=\"height:20px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<figure data-wp-context=\"{&quot;galleryId&quot;:&quot;6a8e56b7c6483&quot;}\" data-wp-interactive=\"core\/gallery\" class=\"wp-block-gallery has-nested-images columns-default is-cropped wp-block-gallery-1 is-layout-flex wp-block-gallery-is-layout-flex\">\n<figure data-wp-context=\"{&quot;imageId&quot;:&quot;6a8e56b7c6772&quot;}\" data-wp-interactive=\"core\/image\" data-wp-key=\"6a8e56b7c6772\" class=\"wp-block-image size-large wp-lightbox-container\" id=\"wp-block-themeisle-blocks-image-1afdab78\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"832\" data-wp-class--hide=\"state.isContentHidden\" data-wp-class--show=\"state.isContentVisible\" data-wp-init=\"callbacks.setButtonStyles\" data-wp-on--click=\"actions.showLightbox\" data-wp-on--load=\"callbacks.setButtonStyles\" data-wp-on--pointerdown=\"actions.preloadImage\" data-wp-on--pointerenter=\"actions.preloadImageWithDelay\" data-wp-on--pointerleave=\"actions.cancelPreload\" data-wp-on-window--resize=\"callbacks.setButtonStyles\" data-id=\"4851\" src=\"https:\/\/laveshsumant.com\/wp-content\/uploads\/2019\/05\/Login-1024x832.jpg\" alt=\"\" class=\"wp-image-4851\" srcset=\"https:\/\/laveshsumant.com\/wp-content\/uploads\/2019\/05\/Login-1024x832.jpg 1024w, https:\/\/laveshsumant.com\/wp-content\/uploads\/2019\/05\/Login-300x244.jpg 300w, https:\/\/laveshsumant.com\/wp-content\/uploads\/2019\/05\/Login-768x624.jpg 768w, 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data-wp-context=\"{&quot;imageId&quot;:&quot;6a8e56b7c6b4a&quot;}\" data-wp-interactive=\"core\/image\" data-wp-key=\"6a8e56b7c6b4a\" class=\"wp-block-image size-large wp-lightbox-container\" id=\"wp-block-themeisle-blocks-image-97802754\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"832\" data-wp-class--hide=\"state.isContentHidden\" data-wp-class--show=\"state.isContentVisible\" data-wp-init=\"callbacks.setButtonStyles\" data-wp-on--click=\"actions.showLightbox\" data-wp-on--load=\"callbacks.setButtonStyles\" data-wp-on--pointerdown=\"actions.preloadImage\" data-wp-on--pointerenter=\"actions.preloadImageWithDelay\" data-wp-on--pointerleave=\"actions.cancelPreload\" data-wp-on-window--resize=\"callbacks.setButtonStyles\" data-id=\"4842\" src=\"https:\/\/laveshsumant.com\/wp-content\/uploads\/2019\/05\/Desktop-1366px-_Sign_in_ver4-1024x832.png\" alt=\"\" class=\"wp-image-4842\" 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12\">\n\t\t\t\t<path fill=\"#fff\" d=\"M2 0a2 2 0 0 0-2 2v2h1.5V2a.5.5 0 0 1 .5-.5h2V0H2Zm2 10.5H2a.5.5 0 0 1-.5-.5V8H0v2a2 2 0 0 0 2 2h2v-1.5ZM8 12v-1.5h2a.5.5 0 0 0 .5-.5V8H12v2a2 2 0 0 1-2 2H8Zm2-12a2 2 0 0 1 2 2v2h-1.5V2a.5.5 0 0 0-.5-.5H8V0h2Z\" \/>\n\t\t\t<\/svg>\n\t\t<\/button><\/figure>\n\n\n\n<figure data-wp-context=\"{&quot;imageId&quot;:&quot;6a8e56b7c6ef5&quot;}\" data-wp-interactive=\"core\/image\" data-wp-key=\"6a8e56b7c6ef5\" class=\"wp-block-image size-large wp-lightbox-container\" id=\"wp-block-themeisle-blocks-image-9be0199f\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"832\" data-wp-class--hide=\"state.isContentHidden\" data-wp-class--show=\"state.isContentVisible\" data-wp-init=\"callbacks.setButtonStyles\" data-wp-on--click=\"actions.showLightbox\" data-wp-on--load=\"callbacks.setButtonStyles\" data-wp-on--pointerdown=\"actions.preloadImage\" data-wp-on--pointerenter=\"actions.preloadImageWithDelay\" 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wp-lightbox-container\" id=\"wp-block-themeisle-blocks-image-d751b0ec\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"832\" data-wp-class--hide=\"state.isContentHidden\" data-wp-class--show=\"state.isContentVisible\" data-wp-init=\"callbacks.setButtonStyles\" data-wp-on--click=\"actions.showLightbox\" data-wp-on--load=\"callbacks.setButtonStyles\" data-wp-on--pointerdown=\"actions.preloadImage\" data-wp-on--pointerenter=\"actions.preloadImageWithDelay\" data-wp-on--pointerleave=\"actions.cancelPreload\" data-wp-on-window--resize=\"callbacks.setButtonStyles\" data-id=\"4835\" src=\"https:\/\/laveshsumant.com\/wp-content\/uploads\/2019\/05\/Complaints-Landing-Page-1024x832.jpg\" alt=\"\" class=\"wp-image-4835\" srcset=\"https:\/\/laveshsumant.com\/wp-content\/uploads\/2019\/05\/Complaints-Landing-Page-1024x832.jpg 1024w, https:\/\/laveshsumant.com\/wp-content\/uploads\/2019\/05\/Complaints-Landing-Page-300x244.jpg 300w, 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wp-lightbox-container\" id=\"wp-block-themeisle-blocks-image-515bcb7e\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"832\" data-wp-class--hide=\"state.isContentHidden\" data-wp-class--show=\"state.isContentVisible\" data-wp-init=\"callbacks.setButtonStyles\" data-wp-on--click=\"actions.showLightbox\" data-wp-on--load=\"callbacks.setButtonStyles\" data-wp-on--pointerdown=\"actions.preloadImage\" data-wp-on--pointerenter=\"actions.preloadImageWithDelay\" data-wp-on--pointerleave=\"actions.cancelPreload\" data-wp-on-window--resize=\"callbacks.setButtonStyles\" data-id=\"4838\" src=\"https:\/\/laveshsumant.com\/wp-content\/uploads\/2019\/05\/Create-New-Complaint-Patient-Information-1024x832.jpg\" alt=\"\" class=\"wp-image-4838\" srcset=\"https:\/\/laveshsumant.com\/wp-content\/uploads\/2019\/05\/Create-New-Complaint-Patient-Information-1024x832.jpg 1024w, https:\/\/laveshsumant.com\/wp-content\/uploads\/2019\/05\/Create-New-Complaint-Patient-Information-300x244.jpg 300w, https:\/\/laveshsumant.com\/wp-content\/uploads\/2019\/05\/Create-New-Complaint-Patient-Information-768x624.jpg 768w, https:\/\/laveshsumant.com\/wp-content\/uploads\/2019\/05\/Create-New-Complaint-Patient-Information.jpg 1366w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><button\n\t\t\tclass=\"lightbox-trigger\"\n\t\t\ttype=\"button\"\n\t\t\taria-haspopup=\"dialog\"\n\t\t\tdata-wp-bind--aria-label=\"state.thisImage.triggerButtonAriaLabel\"\n\t\t\tdata-wp-init=\"callbacks.initTriggerButton\"\n\t\t\tdata-wp-on--click=\"actions.showLightbox\"\n\t\t\tdata-wp-style--right=\"state.thisImage.buttonRight\"\n\t\t\tdata-wp-style--top=\"state.thisImage.buttonTop\"\n\t\t>\n\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"12\" height=\"12\" fill=\"none\" viewBox=\"0 0 12 12\">\n\t\t\t\t<path fill=\"#fff\" d=\"M2 0a2 2 0 0 0-2 2v2h1.5V2a.5.5 0 0 1 .5-.5h2V0H2Zm2 10.5H2a.5.5 0 0 1-.5-.5V8H0v2a2 2 0 0 0 2 2h2v-1.5ZM8 12v-1.5h2a.5.5 0 0 0 .5-.5V8H12v2a2 2 0 0 1-2 2H8Zm2-12a2 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wp-lightbox-container\" id=\"wp-block-themeisle-blocks-image-380c75e3\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"832\" data-wp-class--hide=\"state.isContentHidden\" data-wp-class--show=\"state.isContentVisible\" data-wp-init=\"callbacks.setButtonStyles\" data-wp-on--click=\"actions.showLightbox\" data-wp-on--load=\"callbacks.setButtonStyles\" data-wp-on--pointerdown=\"actions.preloadImage\" data-wp-on--pointerenter=\"actions.preloadImageWithDelay\" data-wp-on--pointerleave=\"actions.cancelPreload\" data-wp-on-window--resize=\"callbacks.setButtonStyles\" data-id=\"4836\" src=\"https:\/\/laveshsumant.com\/wp-content\/uploads\/2019\/05\/Create-New-Complaint-Comment-and-Attachment-1024x832.jpg\" alt=\"\" class=\"wp-image-4836\" srcset=\"https:\/\/laveshsumant.com\/wp-content\/uploads\/2019\/05\/Create-New-Complaint-Comment-and-Attachment-1024x832.jpg 1024w, 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wp-lightbox-container\" id=\"wp-block-themeisle-blocks-image-474946d3\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"832\" data-wp-class--hide=\"state.isContentHidden\" data-wp-class--show=\"state.isContentVisible\" data-wp-init=\"callbacks.setButtonStyles\" data-wp-on--click=\"actions.showLightbox\" data-wp-on--load=\"callbacks.setButtonStyles\" data-wp-on--pointerdown=\"actions.preloadImage\" data-wp-on--pointerenter=\"actions.preloadImageWithDelay\" data-wp-on--pointerleave=\"actions.cancelPreload\" data-wp-on-window--resize=\"callbacks.setButtonStyles\" data-id=\"4845\" src=\"https:\/\/laveshsumant.com\/wp-content\/uploads\/2019\/05\/Desktop-1366px_app_settings-1024x832.png\" alt=\"\" class=\"wp-image-4845\" srcset=\"https:\/\/laveshsumant.com\/wp-content\/uploads\/2019\/05\/Desktop-1366px_app_settings-1024x832.png 1024w, https:\/\/laveshsumant.com\/wp-content\/uploads\/2019\/05\/Desktop-1366px_app_settings-300x244.png 300w, 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\/><button\n\t\t\tclass=\"lightbox-trigger\"\n\t\t\ttype=\"button\"\n\t\t\taria-haspopup=\"dialog\"\n\t\t\tdata-wp-bind--aria-label=\"state.thisImage.triggerButtonAriaLabel\"\n\t\t\tdata-wp-init=\"callbacks.initTriggerButton\"\n\t\t\tdata-wp-on--click=\"actions.showLightbox\"\n\t\t\tdata-wp-style--right=\"state.thisImage.buttonRight\"\n\t\t\tdata-wp-style--top=\"state.thisImage.buttonTop\"\n\t\t>\n\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"12\" height=\"12\" fill=\"none\" viewBox=\"0 0 12 12\">\n\t\t\t\t<path fill=\"#fff\" d=\"M2 0a2 2 0 0 0-2 2v2h1.5V2a.5.5 0 0 1 .5-.5h2V0H2Zm2 10.5H2a.5.5 0 0 1-.5-.5V8H0v2a2 2 0 0 0 2 2h2v-1.5ZM8 12v-1.5h2a.5.5 0 0 0 .5-.5V8H12v2a2 2 0 0 1-2 2H8Zm2-12a2 2 0 0 1 2 2v2h-1.5V2a.5.5 0 0 0-.5-.5H8V0h2Z\" \/>\n\t\t\t<\/svg>\n\t\t<\/button><\/figure>\n<\/figure>\n\n\n\n<div style=\"height:100px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"wp-block-serano-gutenberg-container content-row dark-section full row_padding_top row_padding_bottom row_padding_left row_padding_right has-animation\" data-bgcolor=\"#18274b\" style=\"text-align:left\">\n<div class=\"wp-block-serano-gutenberg-container content-row dark-section normal\" data-bgcolor=\"#18274b\" style=\"text-align:left\">\n<figure class=\"wp-block-pullquote\"><blockquote><p>Curious how this would look in 2025?<\/p><cite>This case study documents the original <strong>2018 UX work for Getinge OneSupport<\/strong>, designed under the constraints, tools, and enterprise standards of its time.<\/cite><\/blockquote><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\">Since then, <strong>design tooling, AI capabilities, and enterprise UX expectations have evolved significantly<\/strong>.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">To explore how this same problem space can be re-imagined today, I\u2019ve redesigned the <strong>OneSupport experience using modern AI-assisted workflows and 2025 UX best practices<\/strong>\u2014while staying grounded in the original business, regulatory, and user needs.<\/p>\n\n\n\n<div class=\"wp-block-buttons is-content-justification-center is-layout-flex wp-container-core-buttons-is-layout-fe48e5de wp-block-buttons-is-layout-flex\">\n<div class=\"wp-block-button\"><a class=\"wp-block-button__link wp-element-button\" href=\"https:\/\/laveshsumant.com\/index.php\/2025\/10\/16\/ai-reimagined-onesupport\/\" target=\"_blank\" rel=\"noreferrer noopener\">View the 2025 AI-Reimagined OneSupport Experience<\/a><\/div>\n<\/div>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n<\/div>\n<\/div>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Product: Enterprise Web Application (SaaS) Industry: Healthcare Devices Timeline: March 2018 \u2013 December 2018 Role: Senior UX Designer \/ Experience Lead Client: Getinge (Global Healthcare Technology Company) Location: Onsite &#8211; New Jersey&nbsp; Mockups<\/p>\n","protected":false},"author":1,"featured_media":6059,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_themeisle_gutenberg_block_has_review":false,"footnotes":""},"categories":[74,91,89],"tags":[],"class_list":["post-4820","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-all","category-work","category-web-app"],"_links":{"self":[{"href":"https:\/\/laveshsumant.com\/index.php\/wp-json\/wp\/v2\/posts\/4820","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/laveshsumant.com\/index.php\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/laveshsumant.com\/index.php\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/laveshsumant.com\/index.php\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/laveshsumant.com\/index.php\/wp-json\/wp\/v2\/comments?post=4820"}],"version-history":[{"count":93,"href":"https:\/\/laveshsumant.com\/index.php\/wp-json\/wp\/v2\/posts\/4820\/revisions"}],"predecessor-version":[{"id":6938,"href":"https:\/\/laveshsumant.com\/index.php\/wp-json\/wp\/v2\/posts\/4820\/revisions\/6938"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/laveshsumant.com\/index.php\/wp-json\/wp\/v2\/media\/6059"}],"wp:attachment":[{"href":"https:\/\/laveshsumant.com\/index.php\/wp-json\/wp\/v2\/media?parent=4820"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/laveshsumant.com\/index.php\/wp-json\/wp\/v2\/categories?post=4820"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/laveshsumant.com\/index.php\/wp-json\/wp\/v2\/tags?post=4820"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}