Cultural heritage tourism requires effective digital solutions to meet evolving tourist needs and balance site preservation with sustainable development. Existing research predominantly focuses on technical feasibility and functionality, with limited attention to diverse tourist demands. This study addresses this gap by investigating tourists’ multi-dimensional needs for cultural heritage tourism applications using the Kano model. Through a case study of Sancai Town, a renowned cultural heritage site in China, 22 demand items were initially identified through semi-structured interviews. A questionnaire survey of 422 tourists was then conducted to categorize these demand items into must-be, one-dimensional, attractive, and indifferent needs. The results indicate that must-be needs, such as navigation and attraction information, form the foundation of tourist expectations. One-dimensional needs, including multimedia presentations and experience sharing, directly influence satisfaction. Attractive needs, such as immersive experiences and personalized services, enhance emotional engagement. Based on this classification, differentiation design strategies are proposed to guide the development of tourism applications that effectively address these needs and enhance the travel experience. The findings contribute to the theoretical understanding of demand-driven digital innovation in cultural heritage tourism and provide practical insights for innovative tourism development in Sancai Town and similar heritage sites. This research advances a tourist-centric perspective to balance cultural preservation and tourism growth, fostering the sustainable integration of heritage and tourism.

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