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> 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.

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

Only the first was a description of the work, the other was a description of the culture to which those doing the work are subjected to from above.

It is only an oxymoron in the worst possible interpretation to the point of maliciousness.