Digital Lives: A Strategic Selling Vision for Google
A unified vision of how Google’s ecosystem delivers impact across daily experiences.
Siloed teams.
Fragmented data.
Competing priorities.
Google’s devices and services teams were siloed, each operating with fragmented customer data across Pixel, Fitbit, and Home, and a partial, product-centric view of the customer journey.
Customer data was locked behind privacy restrictions, leaving the account team with little evidence to connect stories across devices. Meanwhile, competitors were already selling the “ecosystem dream.”
The Google account team at Pega needed a vision bold enough to engage and unify Google executives beyond fragmented product conversations.
The core challenge
Internal product strategy shifts often left executives struggling to see long-term value of Google products.
Competitive risk as Apple and Amazon positioned their ecosystems positioned as the “heart of the smart home,” threatening Google’s foothold executives were hearing fractured product roadmaps, not a vision.
Customers experienced disjointed, sometimes contradictory interactions across devices, causing confusing and limiting satisfaction, impacting long-term loyalty.
Without a unifying narrative, Google risked losing relevance, and the account team risked stalling multimillion-dollar opportunities.
Shaping the strategy, not just the design
As the project director, I shaped and led the engagement, repositioning the work as a strategic narrative, not just another selling deck.
Partnering with account executives to align and clarify objectives, and define what success would look like in front of Google’s leadership, I unpacked internal challenges and framed opportunities around customer needs instead of product features.
I facilitated four deep-dive workshops for Pixel, Fitbit, and Home, using the Four W’s framework to move discussions from features to human needs.
Consolidating the insights through a target diagram exercise, a quadrant-based visual that mapped business goals, customer needs, and Pega capabilities, used to drive alignment.
I synthesized the outputs into Digital Lives, a narrative that anchored abstract strategy in lived experiences across a multi-generational family, that turned siloed insights into a cohesive customer-first vision.
$3M influenced through executive deal strategy.
1 cohesive vision replaced siloed products with a customer-first story.
Executive alignment from narrative that resonated with Google leaders.
The Digital Lives vision reframed how the account team sold.
The customer-centric narrative humanized fractured product conversations, aligning Google executives around customer value and positioning Pega as a trusted partner in Google’s long-term growth.
Digital Lives story arc solution
Digital Lives is a narrative showing how products connect across multi-generational life stages (parents switching to Google Fi, grandparents sharing Fitbit health data, children’s sleep improved through Home).
These storylines highlighted “moments that matter” across a journey, where the ecosystem could delight, reduce friction, or reinforce trust.
Crucially, they also surfaced pain points where misalignment risked eroding customer loyalty.
These touchpoints illustrated how Pixel, Fitbit, and Home, when connected, move beyond isolated products to become indispensable in people’s lives.
Takeaways
Digital Lives proved that great design leadership is not just about creating artifacts, it’s about creating alignment.
By turning fragmented perspectives into a single, customer-first story, I gave the account team a strategic narrative that shifted executive conversations and unlocked traction they hadn’t had before.
This project reinforced that my impact as a design leader isn’t just on end-user experiences, but also on enabling teams to tell more strategic stories that drive growth.
By anchoring Google’s products in the rhythm of daily life, I revealed a pathway to stronger engagement and turned complexity into clarity.
Principal Account Executive, PegaThrough an Impact Visioning workshop, Sarah expertly guided the account team and relevant specialists to surface what was most relevant for each opportunity area, facilitated the group through identifying synergies & moments that matter and collaboratively created a narrative that would resonate on how Pega could uniquely help Google achieve its goal of helpful home and the center of people's digital lives.
We are now in execution phase and receiving incredible feedback from our partners around the story that has emerged.