The ADKAR model (Hiatt 2006) is a change management instrument to measure Awareness, Desire, Knowledge, Ability and Reinforcement with regard to a given change at an individual and organisational level. This paper describes the rationale behind the use of ADKAR in the context of higher education institutions (HEIs), rather than in a business environment, for which the model was originally developed. We also present the ADKAR-oriented method used in a study aimed at identifying concrete gaps related to web accessibility compliance in a Swiss higher education institution.