This case study explains how one of North America’s largest pharmacy chains replaced paper-heavy healthcare workflows with personalized digital journeys. Quadient first digitized minor-ailment assessments, allowing pharmacy technicians to guide patients through intuitive questions while reducing 20–30-minute pharmacist consultations. The chain then transformed its national flu-shot process in five weeks, enabling patients to prescreen and register from home while automatically populating pharmacy systems. This foundation supported the rapid rollout of nationwide COVID-19 testing, including programs for Ontario schools and a major airline. The solution reduced manual entry, errors, face-to-face contact, administrative workload, and staff training requirements while improving patient experie

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