The paradox of digital health
We live in a world where you can order medications online, consult a pharmacist by video, and receive medication reminders on your phone. Healthcare has gone digital. It’s an extraordinary leap forward.
Except for those who need it most.
In Quebec, people aged 65 and over make up nearly 21% of the population — and that number keeps climbing every year. They’re the ones taking the most medications, having the most interactions with their pharmacist, and standing to gain the most from well-designed digital tools.
And yet, they’re the ones being left behind.
Screens that don’t forgive
The reality is that most health applications are designed by teams of 25-to-35-year-olds, for users aged 25 to 35. Buttons are small. Text is thin. Flows are complex. Error messages assume you know what an “expired token” means.
For a 72-year-old taking eight medications a day, with reduced vision and no computer training, every screen can become a wall.
And when technology becomes an obstacle, people abandon it. Not because they’re incapable — because nobody thought of them.
At Pharmia, we decided to think of them
When our designer started working on Pharmia’s interface, one question came up very quickly: who are we really building for?
Not early adopters. Not 30-year-old pharmacists who navigate with their eyes closed. For everyone — including the 78-year-old patient who needs to understand her lab results, and the 62-year-old pharmacist who wants a tool that helps, not one he has to learn.
What we actually changed
Readability first. Every text element was reviewed to be effortlessly readable. Generous font sizes, high contrast, clear visual hierarchy. If someone has to squint, we’ve failed.
Simplified flows. Fewer clicks, fewer choices per screen, less technical jargon. Essential information is always front and center. Secondary features exist, but they don’t clutter the main experience.
Clear, reassuring feedback. When a user takes an action, they immediately know what happened. No doubt, no ambiguity. A clear message, in human language.
Intuitive navigation. We eliminated hidden menus, unlabeled icons, and shortcuts you have to guess. Every button says what it does. Every page says where you are.
Design tested with real users. Not just personas in a Figma file — pharmacists in the field, real patients, concrete feedback that shaped every iteration.
The truth we own: it’s never finished
We could stop here and congratulate ourselves. But the reality is that accessibility isn’t a destination — it’s an ongoing process.
Every update, every new feature is an opportunity to regress if you’re not paying attention. And needs evolve: what works for a 65-year-old today might not work for them in five years when their eyesight has changed again.
There’s always room to improve. That’s a core belief at Pharmia, not just a tagline. We listen, we test, we adjust. Continuously.
What’s coming: AI in service of accessibility
Adapting a visual interface is essential. But for some people, the screen itself is the problem. No matter how large the text or how simple the flow — handling a phone or computer remains a challenge.
That’s why Pharmia is currently developing AI-assisted voice consultations.
The idea is simple: a patient will be able to interact with their pharmacist or get information about their medications through voice, without navigating an interface. Ask a question, get a clear answer, all in a natural conversation.
This isn’t science fiction — it’s an active project here. Because if we truly believe technology should serve everyone, we need to go beyond the screen.
Final thoughts
The population is aging. Healthcare needs are growing. Technology is advancing at full speed. If we don’t make the conscious effort to include everyone in this progress, we create a two-tier healthcare system — those who master digital tools, and those we leave behind.
At Pharmia, we refuse that divide. Our designer understood this from day one, and that vision guides every interface decision. Not because it’s trendy. Because it’s necessary.
And we’ll keep going. Because there’s always a way to do better.