Many new public eHealth Services are now being developed. Often a conventional customer-vendor process is used, where the customer is a public authority, e.g. a county council, and the vendor a commercial actor, e.g. an IT development company. In this case study the engineering process regards a novel eHealth service aiming to provide patients with online access to their electronic health record. A complicating factor in conventional customer-vendor processes for public e-services is that “the future user could be anyone”. In the light of best practice in Human-Computer Interaction, this study examines the joint effort of the customer and vendor when developing novel services for citizen use. The results include delimiting factors, recommendations for public authority customers and proposed new actions for the research agenda.