That has happened. I don't know when you last visited T5 but there are Rovers with tablets and the new trolley positions in check-in and Flight Connections. During the recent irrops they rolled some of the trolleys down to Flight Connections in an attempt to keep the queues down. There are also new fangled check-in points for self service. Late arriving services are also being met by staff with reprinted boarding passes or hotel vouchers . So quite a lot of little things over the last 12 months.