More about user research tasks & techniques

Following on from my last post about the role of user research in user experience projects, I thought I'd quickly jot down some of the tasks that may fall into the category of 'Defining the problem':

• ethnographic study
• usage metrics from current system
• task completion/abandonment rates
• customer reliance on alternative channels
• feedback / requests for assistance
• customer surveys
• business process mapping
  

What else would you put into this category?