- Elevance's previous system allowed subject matter experts (SMEs) to track and sign off on their individual contributions at the question level, not just the section level.
- In Responsive, they find this workflow challenging because current review and tracking capabilities operate primarily at the section level, or via flags or activities, which don’t meet their granular tracking needs.
💡 Core Problem
The main pain point is the inability to track SME activity and sign-off at the question/answer level.
In their previous system:
- Each SME could tag themselves and select from a dropdown:
- “Reviewed with edits”
- “Reviewed with no edits”
- This created a visible audit trail showing that each SME had reviewed and signed off on individual questions.
In Responsive:
- Tracking is possible at the section level or through activity logs, but:
- It’s impractical for their workflows because questions (not sections) are distributed among multiple SMEs.
- Activity logs don’t capture “no change” actions — i.e., when an SME reviews but makes no edits.
- Flags aren’t sufficient when multiple SMEs collaborate on the same question.
- There’s no visual cue (like the green check mark used for reviewers) to confirm individual SME completion.
🔍 Customer Request
The customer is asking for:
- Author-level tracking and confirmation at the question/answer level
- Similar to the reviewer green checkmark, allowing each author (SME) to toggle “Answered” or “Reviewed.”
- A visual indicator (green tick mark) should appear for each author.
- Distinctions
- Ability to distinguish between “reviewed with edits” vs. “reviewed with no edits.”
- Email or notification triggers for authors when:
- A new comment thread starts.
- A tagged question requires attention.
- Visibility & Workflow Alignment
- Their SMEs want an easy way to see what they’ve already reviewed or approved, without combing through activities or entire sections.
- The feature should reflect how they actually work — assigning individual questions to multiple SMEs, not whole sections.
