Chart & Report Templates

The Challenge

Report and chart creation in Freshworks Analytics started from a blank canvas, or from a 'Gallery' flow with a 67% visitor drop-off rate. Users had to clone existing reports without knowing what was inside them, and there was no fast, guided entry point into either chart or report creation.

My Role

Product owner for both templated entry points.

• Replaced the legacy Gallery flow with a browsable, filterable, multi-select Chart-Widget Template picker
• Designed the Report-Level Template experience, including page/widget preview before cloning — so users know what they're getting before committing
• Made both templates default entry points inside report creation, rather than an optional side path
• Scoped the next phase — chart-type search filters, a selective-cloning experience for report templates, and report-category filters — already in the PRD

The Solution

Two templated entry points into report creation, now both live:

• Chart-Widget Templates — browse, filter by chart type, and multi-select from existing charts, replacing the blank-canvas default
• Report-Level Templates — preview pages and widgets before cloning a full report, replacing blind cloning

Both are now default entries in report creation, not a secondary discovery path — adoption compounds as more teams find them through the primary flow instead of a separate gallery link.

The Outcome

• Chart Templates: 5,401 monthly active users, 26,516 template selections logged — 7.5X the MAU of the old Gallery flow (+646%), up from 724 MAU, after that flow's 67% visitor drop-off
• Report Templates: 1,809 monthly active users, 5,081 template selections logged, 3,799 users in the first 9 weeks — a net-new capability adopted from a standing start, not a migration from an existing flow

Expanding the template library — chart-type search filters, a selective-cloning experience for report templates, and report-category filters — is scoped in the PRD and next up for prioritization.

Key Learnings

• Replacing a low-adoption flow (Gallery, 67% drop-off) with a purpose-built one and making the replacement the default path — not an optional alternative — is what drove the 7.5X MAU lift; the old flow's problem was discoverability and design, not lack of user need.
• Preview-before-clone was the single highest-leverage design decision on the report-template side — users could no longer be surprised by what a cloned report actually contained, which is what let the capability go from zero to 3,799 users in 9 weeks.
• Two templated entry points solving adjacent but distinct jobs (one chart vs. a full report) needed separate design treatments, not one generic 'template picker' — the usage split (5,401 vs. 1,809 MAU) reflects genuinely different adoption curves, not one feature undershooting.

Technologies & Methods

• React
• TypeScript
• Freshworks Analytics Platform
• Template Preview UX