ACTION (Assisting Carers using Telematics Interventions to meet Older people's Needs) stemmed from an EU-funded project (1997–2000). It is an Information and Communication Technology (ICT) based support service designed together with frail older people and their family carers to help empower them in their daily lives by providing access to web-based educational programmes, support from other ACTION families and dedicated care practitioners via the use of an integrated videophone system. It is currently running as a mainstream service in Borås municipality in West Sweden and as implementation projects in an additional twenty-five municipalities across Sweden. It is well recognised that there are relatively few examples of telecare projects that have successfully managed the transfer to a mainstream service. Based on our fourteen years of experience with the design and implementation of ACTION, we reflect on the major lessons learned. This paper highlights the user centred design model developed and refined during this period, including the range of methods for working in partnership with a variety of stakeholder groups at all stages of the technology transfer process of the ACTION service.