How Belfius Built an AI Banking Assistant with Miro | Canvas 26

Miro

Jun 5, 2026

Belfius, Belgium's leading bank — rebuilt the way its product, design, and
customer journey teams work together using Miro. In this Canvas 26 customer spotlight, Jonathan, Steph (Product Owner, mobile banking app) and Laurent (Customer Journey Designer) walk through "Hey Belfius," the AI personal banking assistant built with Miro that replaced menu-driven feature hunting with a real conversation — now live for 2.2 million app users.

The talk starts with the bottleneck — discoverability, not features — and
shows how a mobile banking app snuck past the management board in 2011 became "polluted" as new capabilities piled up (70% of features customers ask for already exist in the app). Jonathan, Steph and Laurent unpack the three pillars behind their new assistant — proactivity, personalization, and
multimodality — then demo how Hey Belfius shows up across a real customer journey: prepping a Japan trip, filing an insurance claim, querying
transactions in plain language ("how much did I spend on Padel last year?"),
and getting a voice-led portfolio update on the drive home.

The Belfius team breaks down how they used Miro end-to-end to ship this: Miro as the ideation battlefield, Miro AI Sidekicks for tone-of-voice and content generation, Miro prototyping to validate concepts with real customers, and the Miro canvas as the centralized hub keeping a 70-person team aligned. Their philosophy on AI in banking: don't reinvent the app, surface the right feature precisely when the customer needs it. They close with three foundational principles for bringing conversational AI into a regulated banking experience.

If you lead product, design, customer experience, or AI transformation in
financial services, this is the Miro customer story most likely to translate
to your team.

Learn more about Miro: https://miro.com/canvas

Watch all Canvas 26 sessions here: https://www.youtube.com/watch

Which part of Belfius's AI banking assistant could you steal for your team?
Let us know in the comments below! 👇

Chapters:

00:00 Welcome (Jonathan, Steph & Laurent)

01:20 The campaign teaser, live in Belgium

01:45 How a 2011 app got snuck past the board

03:27 Define the problem: 70% of "missing" features already exist

06:01 The shift: conversational AI moves faster than apps

06:40 The three pillars: proactivity, personalization, multimodality

08:08 A real journey: prep, live, and report on a Japan trip

09:30 Bringing it to life with Miro