The Impact of Mental Health Care Provider Website Transgender and Nonbinary Affirmation on Site User Experience for Transgender/Nonbinary and Cisgender People

Transgender and gender nonbinary (TGNB) individuals use provider information, such as websites, to ascertain whether providers are affirming of TGNB identities. Yet, providers may be unsure about what level of affirmation is sufficient to be perceived as affirming and may be concerned that cisgender people may have negative reactions to website material that is TGNB affirming. The present study undertook a user experience (UX) investigation of TGNB and cisgender participants' UX of mental health provider websites. Participants (310 cisgender, 224 TGNB) were recruited online. Participants viewed one of five mock provider websites. Results of a multivariate analysis of covariance (MANCOVA) indicated that TGNB had more positive evaluations of the three more affirming sites, compared to the less affirming sites, along UX domains related to likelihood of going to that provider, Mental Health Help-Seeking Attitudes, positive emotional UX, and negative emotional UX. Regardless of gender identity, participants rated the three more affirming sites as more welcoming. The results support the use of TGNB affirmation in the UX of TGNB individuals viewing provider websites and further suggest that TGNB affirmation does not detract from the UX of cisgender people. Implications for affirming practice with TGNB populations are reviewed. Public Significance Statement This project demonstrated that transgender and gender nonbinary (TGNB)-affirming website material improves the user experience of mental health care provider websites for TGNB people while having no negative effect for cisgender people.