Re-engage an Idle, Paying YouTube TV Subscriber via Their Chromecast and Nest

A YouTube TV subscriber keeps paying every month but almost never watches. Their home also has a Chromecast, Google Nest devices and a smart fridge. As the PM, how would you get this subscriber engaged with YouTube TV? ```hint Diagnose before you build Work out why someone who is paying has stopped watching. The cause decides which of their devices, and which moment in their day, can actually change the behavior. ``` ### Clarifying Questions - Is the real goal more viewing time, or keeping this subscriber from cancelling over the next few months? - Which Nest devices do they own: only a speaker, or a display that can show video? Does the fridge have a screen that works with their Google account? - Is this a single viewer, or a shared household account where other members could be the ones who watch? - Do we know what they watched right after signing up, for example a sports season or a live event that has since ended? ### What a Strong Answer Covers - Testable hypotheses for why a paying subscriber is idle, and the usage data that would confirm or rule out each one - Each owned device tied to a real viewing moment (living-room TV, kitchen, voice from across the room) rather than a list of surfaces to push content onto - A prioritized solution with a clear rationale, built around what live TV offers that on-demand services do not - Retention-based success metrics with guardrails for notification fatigue, privacy and the subscriber's trust ### Follow-up Questions - The subscriber comes back for two weeks and then goes quiet again. What do you change? - Would you ever suggest that this subscriber pause or downgrade, and how would you justify that to leadership? - How would you use signals from the Nest devices or the fridge without the experience feeling invasive?