> How can the work both be "genuinely well-intentioned" and at the same time have "complete absence of concern for the user"? I think the author is distinguish

> How can the work both be "genuinely well-intentioned" and at the same time have "complete absence of concern for the user"? I think the author is distinguishing between (1) well-intentioned work from workers in the trenches and (2) indifference to the user from upper management. It's institutional misalignment.