July 14th 2026
Dear MYDAWA customer,
Over the past several months, I’ve had the opportunity to write to you a few times as we worked through one of the biggest technology transformations in MYDAWA’s history.
Those letters spoke about the challenges we faced, the lessons we learnt, and the improvements we were making to earn back your trust every single day.
Today, I’m delighted that this letter is different.
Today, I get to tell you about growth.
Back In Bloom
Our theme for this quarter is MYDAWA is Back in Bloom, and I couldn’t think of a better way to describe where we are today.
First and foremost, I’m pleased to share that our platform is now much more stable and we continue to improve it every single day. While, like any technology platform, there will occasionally be routine maintenance or the odd technical interruption from time to time, the major system improvements we set out to make (many of which were shaped by your feedback) have been completed. Our teams continue to monitor the platform around the clock, but today we do so from a position of confidence rather than recovery.
That allows us to focus on what matters most: delivering better healthcare to you.
One of our biggest priorities this quarter has been ensuring that MYDAWA truly becomes Kenya’s one-stop healthcare destination. We have significantly increased our efforts to restock across our medical, personal care, supplements, and mother and baby categories. Our goal is simple. When you come to MYDAWA, you should find exactly what you need. And if we don’t have it today, we’ll do our very best to source it for you.
We’re also keenly aware that affordability matters now more than ever. Rising prices continue to affect households across the country, and healthcare should never become out of reach because of cost. That’s why our commercial teams have reviewed pricing across thousands of products to ensure that MYDAWA continues to offer exceptional value while helping you save wherever possible.
Some of our most loved promotions are also making a return. Many of you have asked us to bring back our Sunday Flash Sales, Free Delivery Weekends, and our 50% off diapers offer for new parents. I’m pleased to say they’re back, because sometimes the old favourites really are the best.
Blooming Also Means Continuing To Grow
Over the past few years, we’ve expanded our healthcare services well beyond medicine delivery. From our Mzima Chronic Care Programme and free telehealth consultations, to home IV therapy and home nursing services, we’re building healthcare around the needs of our customers rather than expecting our customers to fit around healthcare. You can also expect more innovative products and services in the months ahead as we continue listening to what you need most.
Behind the scenes, we’ve continued investing heavily in technology. Login and search have both seen significant improvements, making it faster and easier to access the products you need. We’ve also introduced a new Supplements Quiz, designed to help anyone beginning their wellness journey find products that suit their individual needs. Alongside these are dozens of smaller improvements that our long-standing customers will hopefully notice and appreciate.
Much of this progress has been led by our new Group Chief Technology Officer, Mouhamad Kawas, who joined us towards the end of the first quarter. Mouhamad has embraced the MYDAWA culture from day one, placing customer care at the centre of every technology decision and helping our teams deliver improvements that directly address the challenges our customers have shared with us.
Care That Extends Beyond Technology
Over the last quarter, we opened two new MYDAWA stores in Ruiru and Embu, bringing us even closer to the communities we serve. Every new location is another step towards making trusted healthcare more accessible for more Kenyans.
We’ve also invested heavily in our customer experience teams. Today, our average response times across WhatsApp and telephone are consistently below four minutes, ensuring that when you need us, we’re there.
One thing I’ve learnt over the years is that people often see the MYDAWA brand, but not always the incredible people behind it. That’s something we’d like to change. Over the coming months you’ll see much more from us across our social channels as we take you behind the scenes to meet the pharmacists, clinicians, nurses, warehouse teams, riders, customer service agents, technologists, and many others who work every day to deliver care to thousands of families across Kenya.
And if, after seeing what we’re building, you’d like to become part of the MYDAWA family yourself, we’ve recently launched a Careers page on our website where you can explore opportunities to join us as we continue to grow.
As I reflect on the last few months, I’m incredibly proud of what our team has achieved. None of this happened overnight. It is the result of thousands of hours of focused effort, collaboration, resilience, and an unwavering commitment to doing right by our customers.
Healthcare is built on trust.
Thank you for continuing to place that trust in us.
Every morning, every member of the MYDAWA team comes to work with one shared purpose: to improve health outcomes for all Africans. We are excited to once again be in a position where we can give you our very best, and we’re even more excited about everything that’s still to come.
Thank you for being part of our journey.
Warm regards,
Al Theuri
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