Table 1. Mystery shopper personas and accessibility issues.

Character	Age in years, sex	Ethnic or national identity	Housing status	ID and proof of address	Additional challenges
Steve	51, male	White British	Rough sleeping	No proof of address, supermarket clubcard only	Low charge on phone, difficulties with reading and writing
Marcus	55, male	White British	Sofa surfing	No proof of address, supermarket clubcard only	Has internet access for online consultation
Seb	40, male	Polish	Rough sleeping	None	Struggles with English, low charge on phone
Christina	35, female	Black African British	Staying with friend	None	Mobility issues
Annabel	30, female	White European	Staying with friend	None	Fleeing domestic violence, no internet access, and doesn’t take calls from private numbers

ID = identification.