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ADKAR Model

Find where a change is stuck by checking five stages people go through.

Use it whena change is stalling and you need to know where people are stuck.

Origin
Jeff Hiatt, Prosci, 2006
Time
20 to 40 min
Works
Solo or group
Loading the workspace
§1

Abstract

An organisation only changes when the people in it do. ADKAR, from Jeff Hiatt at Prosci, names five things each person needs, in order: awareness of why the change is happening, desire to take part, knowledge of how, the ability to do it day to day, and reinforcement so it lasts.

The order matters. Training builds knowledge, but it's wasted on people who don't see why the change is needed. Rate each group on the five and the first low score is the barrier point. Put your next effort there.

§2

Method

  1. 01

    Describe the change

    Say what will be different and by when. A vague change gets vague ratings.

  2. 02

    List the groups

    Split out groups who'll experience the change differently, such as frontline staff and their managers.

  3. 03

    Rate each element

    Score each group from 1 to 5 on awareness, desire, knowledge, ability and reinforcement. Ask them if you can, instead of guessing.

  4. 04

    Find the barrier point

    Read the scores in order. The first one at 3 or below is the barrier, and the ones after it can wait.

  5. 05

    Work on the barrier

    Pick actions aimed at that one element. If desire is the problem, more training won't help; talk to people about what's in it for them.

  6. 06

    Rate again

    Score again after a few weeks. When one barrier clears, the next low element becomes the focus.

§3

When to use it

  • A rollout is stalling and nobody agrees on why.
  • People went to the training but still do things the old way.
  • You're planning a change and want to decide what to communicate when.
§4

Common pitfalls

  • Going straight to training. Knowing how doesn't help people who don't see why the change is needed.
  • Averaging the scores. A decent average can hide one low score that blocks everything after it.
  • Rating everyone as one group when different groups are stuck at different stages.
  • Doing the ratings from the leadership meeting. Ask the people affected.
§5

Origin and references

Attributed to Jeff Hiatt, Prosci (2006).

  1. Hiatt, J. M. (2006). ADKAR: A Model for Change in Business, Government and Our Community. Prosci Learning Center Publications.
  2. Prosci. The Prosci ADKAR Model.
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