Generation Z, born between 1997 and 2012, is already reshaping expectations in healthcare.

More than half this generation is now over 18, and they bring with them a completely different view of convenience, access, and digital service.

They compare their healthcare experience not to other pharmacies, but to Amazon, Spotify, or any intuitive digital platform. According to McKinsey (2024), younger generations expect seamless digital experiences and autonomy when interacting with services, including healthcare. Capgemini (2023) highlights that digital natives consistently demand personalized, user-friendly interfaces and digital solutions for fast, frictionless service.

For community pharmacies, this is not a challenge to fear. It is a major opportunity.

1. Gen Z Expects Speed, Autonomy, and 24/7 Access

This generation grew up with instant deliveries and always-on digital services. A pharmacy that closes at night or forces customers to wait simply does not match their lifestyle.

CareApo24 aligns with this expectation through:

• Direct sales 24 hours a day
• 24/7 pickup for online or in-store orders
• Fast, intuitive self-service workflows
• Digital payment methods such as Apple Pay, Visa, or Mastercard

Gen Z does not want to “visit a pharmacy.” They want to solve their needs quickly and independently.

2. Digital Interfaces Are the Default, Not an Upgrade

Touchscreens, digital menus, automated lockers, and online-shop-like navigation feel natural to Gen Z.

All CareApo24 models deliver exactly that:

• CareApo24 Terminal: Directly linked to the pharmacy robot for OTC and full daily care product assortment access
• CareApo24 Shelf: Large product variety, modular, ideal for in-pharmacy installations
• CareApo24 Classic: Compact mix of direct sales and pickup lockers
• CareApo24 Compact: Digital duty display, night-service features, optional payment and e-card

Across all models, the UX is consistent, modern, and brand-customizable.

3. Privacy and Discretion Are Key

Gen Z values privacy more than previous generations. OTC items, dermatology products, sensitive-care items, and daily care purchases are often personal.

Self-service is not just convenient; it is emotionally comfortable.

CareApo24 allows discreet, professional, and independent purchases, while pharmacists remain available for essential consultations.

4. Waiting Times Affect Loyalty

Nothing damages Gen Z loyalty faster than standing in line.

A self-service system such as CareApo24:

• Reduces queues
• Accelerates simple transactions
• Frees pharmacists for high-value consultations
• Improves overall customer flow

Gen Z sees this as a sign of a modern, efficient pharmacy.

5. Digital Pharmacies Stay Competitive Long-Term

Gen Z rewards brands that:

• Respect their time
• Provide autonomy
• Offer modern, frictionless UX
• Integrate seamlessly with familiar digital tools

CareApo24 supports this transformation through:

• Automation and 24/7 service
• Self-service for OTC and daily care products
• Integration with WWKS2, robots, and pharmacy systems
• Modern UX and digital payments
• Scalable product models for different pharmacy sizes

The result is increased revenue, high convenience, and future-proof service aligned with how younger generations receive care.

Conclusion

Gen Z is not the future. They are already your customers, and their expectations are transforming pharmacy services right now.

Pharmacies that adopt digital workflows, 24/7 access, and convenient self-service will become the preferred choice for this generation. CareApo24 makes this transition simple, modular, and fully integrated into existing pharmacy operations.

Ready to attract the next generation of pharmacy customers?

Contact us to learn how CareApo24 can transform your pharmacy experience.