This document discusses creating safe spaces online through digital empathy and user-centered design. It introduces Deirdre, Carrie, and Carl who are librarians focused on making libraries more inclusive. The document then covers empathic design theory, using qualitative research methods like building rapport and active listening to understand user pain points and opportunities. It suggests researching with empathy, adapting based on user needs, and designing with compassion. Next, it discusses analyzing research findings holistically and considering user expectations, interface structure/content, and language choices to communicate effectively. The document provides exercises to practice qualitative research skills and turn findings into design ideas using an idea board and sketching. It closes by emphasizing resources for continuing this important work.