To be fair, 20% doesn't have to be a shipping product. I've had coworkers work on things like recruiting projects (running a puzzle/coding competition that ran on campuses around the US), employee resource groups, internal dashboards for various metrics relevant to employees, morale things like massive holiday lighting decorations around campus, and so on with 20% time. Those have all been very real things that contribute to company culture and morale and have "shipped" even if not to customers.
