Able Wellness.
A person-centred wellness platform for the NDIS sector, rebuilt from the ground up.
Able Wellness delivers wellness and exercise content to people with disability, with a large existing video library and a legacy platform built around Salesforce. The organisation set out to rebuild on a modern foundation, with the participant's profile at the centre rather than the content or the tooling.
Inhouse CX is contributing across the rebuild: recovering and structuring the platform blueprint, setting the brand direction, and building the first working slices of the new platform. The work covers a shared domain model, a contextual matching engine, an AI-assisted content pipeline with human review, a participant mobile app, and the cloud infrastructure and delivery pipeline underneath it.
The thesis
Most content platforms organise around the content. This one organises around the person. The participant profile is treated as the product, and everything else (matching, content, reporting) adapts to it. The aim is contextual understanding: the right activity for this person today, with a plain-language reason for why it was chosen.
- Person-centred: the profile carries relationships (family, support workers, clinicians), consent, and confidence in each learned fact.
- Accessibility-first: designed for the edges, not the average, in line with the sector it serves.
- Safety before automation: clinical and safety judgements stay with people; AI proposes, humans decide.
What Inhouse CX is building
- A TypeScript monorepo: shared domain model, matching engine, API, infrastructure, and mobile app in one codebase.
- A matching engine that filters for eligibility and safety, ranks, composes a session, and explains each choice in plain words.
- A content intelligence pipeline that catalogues the legacy video library with AI, then routes every entry through human review before it goes live.
- A participant mobile app (built for iOS and Android) running against the live engine, on the adopted Able Wellness brand.
- AWS cloud infrastructure in Sydney, defined as code, with an automated test-and-deploy pipeline and cost controls.
Approach
- Cheap and reversible first: scale-to-zero infrastructure, small deployable slices, nothing precious that cannot be rebuilt from source.
- Decisions written down: an architecture and decision record accompanies the build, so the reasoning survives the conversation.
- Ground-truth led: requirements captured from the staff who do the work today, not assumed.
Where to next?
This work draws on our Systems & Platform Development capability.