You can be empathetic and still stand by your "art". In this case a film specifically about
fictitious witches. Should you change the design of a villainous character, hands in this case, because you might upset those with a similar look? Possibly. But where does that end? Look for the intention. There will always be something when you're designing or creating a fantastic character. Being empathic is important, especially with something made for a family audience, but there is a limit to where you may hit up against certain elements.
In this case, it's the parents responsibility to sit their child down and explain to them why this
isn't the same as what they have. That this
is fantasy. That this is a fictitious witch who's hands are not the same as theirs. That's not the filmmakers responsibility,
in this case. Had the film not been a fantasy, and the lead villainous character had Ectrodactyly, I could definitely see why it could be problematic. But it's no different here than when a Bond villain sports a scar on their face or has some other issue of being differently abled.
Not to sound callous, but in art, you take the risk of upsetting someone. In every instance. And you will intentionally or not. And each time, it's a case by case issue. And sometimes it could be the film or it could be the person or parent who hasn't discussed fantasy vs reality.
Anne Hathaway wasn't wrong in apologizing. But she should also stand by her choice as an artist. Because if you start to second guess, art starts to become sanitized and created by committee. Which is the last thing we need in film/TV right now, especially family fare.
WB responded in the perfect way, they apologized but also explained their intention;
"In adapting the original story, we worked with designers and artists to come up with a new interpretation of the cat-like claws that are described in the book," the statement continued. "It was never the intention for viewers to feel that the fantastical, non-human creatures were meant to represent them. This film is about the power of kindness and friendship. It is our hope that families and children can enjoy the film and embrace this empowering, love-filled theme."
That's all there is to it.