This conference proceeding presents an exploratory study of an initiative comprising multiple stakeholders including faculty, disability service providers and students to untangle a complex knot of frustration and misunderstanding. Outcomes include several practical solutions already being implemented on the campus in question, but also a rich reflective exercise on the need for ethnographic processes in higher education disability service provision, particularly when it comes to UDL implementation, and the importance of multi-stakeholder collaboration at all levels of implementation.