On a continuing theme of the Workflow Embassy 
... let me add the view from the Workflow Foreign Office...
Ok so it's fine for consultants with workflow skills to get involved in creating workflows - no problem with that at all. BUT... and here's the kicker from my perspective as being somewhat of an authority in this area ... you do need someone with strong workflow knowledge to set Workflow Strategy up front... and to check and adjust a key points in time, such as when you add a new system or a new set of applications.
e.g.
- What inbox(es) will we use?
- What sort of user experience do we want in the inbox? i.e. do we want to keep a very basic view or support consistent approaches to filtering, sorting, additional attributes, additional actions, mass processing
- What do we want included in subject texts and descriptions so that users can filter and prioritize their work easily?
- Is forwarding permitted?
- Do we use substitution and if so which types?
- Do we allow agents as users or only as positions?
- What are our preferred options for finding agents?... so that we can support them all
- What launch options do we support... how should they be configured?
- How will email reminders of work be handled for most tasks/urgent tasks?
- What's the split of tasks between workflow administrator and business champions e.g. when no agent can be found?
- Who owns the workflow strategy and is responsible for updating it?
If you don't set a clear workflow strategy up front you risk ending up with a very poor and inconsistent experience. Also without expert input into the strategy, the tendency is to just go for the "turn it off" option for any concerns around forwarding or substitution and that leads to people being left with no way to deal with urgent or emergency scenarios and results in lots of maverick behaviour (or tying the HCM org structure into knots) to get around the workflow.
Remember at the moment user experience is a MAJOR topic (witness the Fiori explosion). User experience is a lot more than just screens - in this context it particularly includes the behaviours and options that are visible to workflow users. If the overall user experience is fragmented then the workflows will suffer and business outcomes will not be achieved.
Gaining occasional input and review from a workflow expert at key points in your project can save you a lot of grief and missed opportunities.
Hope that helps
Jocelyn