Successful requirements engineering is vital to the success of software projects. Agile software development seeks to limit the risk of misunderstanding requirements by emphasizing evolutionary delivery and more end-user involvement. But what happens when features are not accepted because the customers cannot agree among themselves? In this paper we report on an ongoing study where a software development company is creating a software system from scratch for a complex, diverse, and dispersed customer organization. We describe our ongoing study in which we follow a feature of the software system from idea to implementation. We attempt to explain our observations through three theoretical lenses: User participation and involvement, power relations in complex organizations, and balancing of local and global needs in system development.