The Client

Kanata Mews Pharmacy is a community-based pharmacy serving patients in the Kanata area. Like many independent pharmacies, their strength lies in personalized care and long-standing patient relationships. However, their digital presence did not reflect the quality of care they provided in person.

Their online platforms were underutilized, their website was outdated, and their social media presence lacked consistency and structure. As patient expectations increasingly shifted toward digital-first experiences, the gap between in-store service and online representation became more noticeable.

The Problem

Kanata Mews Pharmacy faced several interconnected challenges:

• Their website did not clearly communicate services, hours, or next steps for patients.
• Social media was inconsistent, both visually and in messaging, making it difficult to build recognition or trust online.
• There was no clear digital strategy to support patient education, engagement, or experience beyond the pharmacy counter.

While the pharmacy delivered strong care in person, their digital touchpoints did not support or extend that experience. This created friction for both new and existing patients looking for information online.

Where TOCO Stepped In

TOCO approached the engagement by first understanding how the pharmacy operated day to day and how patients interacted with it both in person and online.

Our work focused on three core areas:

1. Social Media Revamp